November 27, 2017 | The XM Blog

What banks should know about earned vs. captive customer loyalty (webinar)


Share on Facebook Share on LinkedIn Share on Twitter

Bank Loyalty

In the banking industry, loyal customers are highly valuable. But the nature of bank customer loyalty isn’t necessarily the same as it is in other industries, and it’s important to understand what’s driving that loyalty. For instance, ForeSee research reveals 21% of consumers would switch banks if the process was easier.

Could you imagine a fifth of your customers walking out the door tomorrow? In our latest webinar presented by American Banker, Earned vs. Captive Loyalty: Customer Experience You Can Bank On, we’ll examine what retail banks and credit unions can do to increase earned loyalty with customers. We’ll also hear directly from Kristy Brandon, Comerica Bank Senior Vice President of eBanking Retail Products, about how her organization embraced an integrated Voice of Customer program to collect, measure, and act on customer feedback.

Hosted by ForeSee VP and author of the FXI: Banking Report Jason Conrad and ForeSee Retail Banking expert Karaline Venezia, the webinar will offer insights on factors that influence customer experience (CX) and how to leverage them.

You’ll also learn:

  • What customers say are the top drivers of satisfaction, why branches still matter, how fintech is the future, and other trends in retail banking from the ForeSee Experience Index: Banking Report.
  • How to best measure and analyze the customer banking journey.
  • How to scope and fund CX initiatives, and gain executive leadership support.

Curious for more details about why today’s customers are open to switching banks? Read ForeSee’s latest FXI Banking Report now. And don’t forget to join us live December 6 at 2 p.m. EST for our webinar — Earned vs. Captive Loyalty: Customer Experience You Can Bank On — presented by American Banker.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

More by this author


Share on Facebook Share on LinkedIn Share on Twitter