Strategies for Putting Accountholders at the Center of Banking
In today’s fast-paced, digital world, there are no second chances to make a good impression. 91% of customers who are unhappy will leave a brand without complaining, and 89% of consumers have switched to doing business with a competitor following a poor experience. In fact, 32% of consumers will walk away from a brand they love after just one bad experience. On its own, that’s already indicative of a problem. But when combined with the pressure created by fintechs and digital challenger banks, it’s clear that community and regional financial institutions need to put a spotlight on improving member experience.