How To Become Your Customers’ Favorite Bank (Even If You Can’t Be Their Only One)
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A commissioned study conducted by Forrester Consulting on behalf of Equifax | January 2019
Seventy-five percent of consumers generally agree that banks do a good job of helping them with common banking tasks. This is both good and bad news for providers. Customers seem content, but that contentment doesn’t equate to loyalty.
In fact, the study finds a clear disconnect between what providers think consumers want, and what consumers actually say they want. For example:
Banks think multi-product customers trust them by the products they provide, but customers state it’s more about convenience.
Banks seem intent on ramping up communications, but customers say they want relevant messaging — not more messaging.
In fact, the study indicates that personalization, relevance and simplicity play a big role in meeting today’s evolving customer expectations. For more information on delivering an optimal customer experience, visit our Evolving Customer Expectations web page today.