Customers want face-to-face help with vexing problems and to be left alone to tackle simple tasks. But oddly, some banks can’t tell the difference.
2015 will be the year that banks finally merge the concepts of big data and improving the customer experience.
Banks can build brand equity if they link brand attributes to customer needs.
Making use of customer transactional data won’t help bank marketers much until they can convince those customers that the use of this data benefits them.
Even simple segmentation approaches can yield substantial results if implemented with disciplined execution.
Engaging with digitally-savvy mass affluent customers requires that banks lead with digital tools, say BAI Retail Delivery 2014 panelists.
Marketing to the emerging affluent customer segment requires a holistic digital banking experience that captures relevant personal financial data.
Financial institutions are faced with a strategic dilemma: how to manage the polarity of customer needs without alienating one group or the other.