Some beloved banks score high on this metric that measures consumer promoters versus detractors. It turns out the score itself has plenty of both.
For all the talk of online channel importance, financial institutions are missing crucial opportunities to engage customers online.
While increased use of digital banking interactions doesn’t mean the branch is dead, it does mean branches need to evolve to meet new customer expectations.
Merger and acquisition activity over the past decade has transformed large U.S. banks into increasingly dominant mega-banks and reduced the market share controlled by smaller ones, particularly in major urban areas.
Despite the stereotypes of Millennials going all-digital for their banking needs, jumping to conclusions about generational change can lead bankers astray, according to BAI Research.
When it comes to banking relationships and attitudes towards money, Millennials resemble previous generations more than you might think.
Banks looking to optimize their performance need to focus on their branch density in each market – some markets need more branches while others may require a complete pullout.