Net Promoter Score (NPS) market research is all the rage, but are banks missing invaluable insights by focusing on their happiest customers?
Banks should take a closer look at delivering personal financial management (PFM) services, especially via online channels and apps, to strengthen customer relationships.
Why banks need behavioral economics to better target their ‘sticky base’ of customers who resist lower cost channels.
Proposed changes to interchange fee rules could hurt card issuer profits and trigger product changes that vex cardholders, but give a strategic advantage to ’affinity’ card providers.
Should main street banks rebrand traditional branches as franchises to restore consumer trust? The franchise model offers lessons in customer centricity, relationship building and cost control.
Upcoming Current Account Switch Service for UK bank customers is attracting new competitors, but prospective players should study the waters before diving into the current accounts pool.
Polarize their customer propositions, use social media to increase member loyalty, and build multi-channel offerings – some suggestions on how building societies can adapt their models for consumers seeking non-bank alternatives.
M-commerce, fuelled by mobile banking and payments technology, may be the winning formula for African banks to profit from long-anticipated economic growth on the continent.
A newly released KPMG study reveals the triumphs and challenges of African banks as they battle to win customer satisfaction and seize market share.
Bankers in Brazil and Peru are overcoming obstacles to reach unbanked communities with floating branches that ply the Amazon jungle.