Customer Loyalty: A Precious Commodity in the Digital Age
Report Summary
Customer Loyalty: A Precious Commodity in the Digital Age
Banks need holistic loyalty and retention programs that project brand values and leave behind product-centricity.
London, 3 September 2015 – Consumers have an increasing number of choices about where they place their business, and they are not confined to mere banks. Meanwhile, governments and their agents are taking steps to encourage innovation while constraining some behaviors of established players. Regulatory intervention is particularly prevalent in Europe, but North American banks also face competitive pressures. Change is inevitable, and the financial services industries on either side of the Atlantic diverge in structure and approach.
This research examines the financial services industry’s different approaches toward improving customer loyalty. It is based on interviews with leading organizations in the banking and payments industry.
This 35-page Impact Report contains five figures and four tables. Clients of Aite Group’s Retail Banking & Payments service can download this report.