Seventy-five percent of consumers generally agree that banks do a good job of helping them with common banking tasks. This is both good and bad news for providers. Customers seem content, but that contentment doesn’t equate to loyalty or an optimal customer experience.
The study finds a clear disconnect between what providers think consumers want, and what consumers actually say they want. In fact, the study indicates that personalization, relevance and simplicity play a big role in meeting today’s evolving customer expectations.
Forrester Identifies Your Customers' Expectations
Consumers' Communication Preferences:
Exclusive savings and promotions for customers only
Improving competitive offers or matching offers from other banks
Promise of greater security and privacy
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