Bain on Customer Loyalty

Melanie Friedrichs from Andera summarizes what she sees as the top banking trends reflected in a report by Bain & Company on customer loyalty in retail banking.  Bain’s report  uses  rich data from a multi-country customer survey and identifies trends in consumer satisfaction, engagement, and channel preferences.

 The Andera author cites the shift to digital and how the US is behind Europe – she lifts a few of Bain’s interesting charts that compare results by country.  USAA, however,  seems to top the list in overall success – take a look at the summary chart and be inspired.

For those of you that want the full story from Bain on loyalty – and it’s worth the read – check out their full report 2013 Customer Loyalty in Retail Banking.

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