In today’s world, experience is king and loyalty is never a given. Consumers have come to expect relevant and hyper-personalized experiences across all channels and devices.
According to the J.D. Power 2018 US Retail Banking Advice Study, 78% of U.S. retail bank customers say they are interested in receiving financial advice or guidance from their bank.” However, just 28% of retail bank customers say they receive financial advice.
Ultimately, it’s the overall customer experience—in relevance, convenience, and advocacy—that will create differentiation and drive success.