Customer Loyalty To Banks On Decline & Bank Executives Are Oblivious

Bankers are losing customer trust and loyalty as the industry fails create a personalized banking experience and inspire trust in customers. A recent IBM study demonstrated serious gaps between how banking executives feel they are doing and how their customers feel they are doing.  62 percent of surveyed banking executives believe they offer “excellent customer service,” although just 35 percent of retail customers agree therewith.  The 27 percent gap poses an obstacle for banks who hope to foster customer loyalty into the future.  Merely 30 percent of customers feel they receive a personalized customer experience, with 45 percent of bankers claiming […]

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