“I’m so close to dropping my bank, because they keep having promos to get new clients, but what are they doing to keep me happy? This loyalty thing isn’t working for me when I’m no longer their key concern.”
“I was with a big bank, but the client service was abysmal. I like my new bank’s approach and flexibility. Even though they don’t have brick and mortar operations, they keep me happier.”
Bill Gates famously said that we need banking, not banks.
If we look at buying behaviours, customers across generations are starting to think like that and disruptors have taken note. Superior products and services are now a given. It’s customer experience and putting the customer at the heart of everything you do that can help you stay relevant and differentiated.
The question is: Are you prepared?