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New consumer research from BAI and Finacle shows customer trust remains a residual strength to be leveraged by banks.
Differentiation in retail banking requires differentiating via the customer experience. BAI Research spotlights the experiences that matter.
With a decade of publishing behind us, BAI’s Banking Strategies looks forward.
BAI's The Frontline Experience consumer research calls for a rethinking of the one-size-fits-all approach to relationship-building; some customer segments will be receptive, others won't. And all involved — consumers, management and employees — say the frontline needs help.
These top bankers say service quality is paramount to building customer relationships.
Competitive differentiation, customer segmentation, redesigned branches — and yes, even free checking — can help acquire and retain customers. But, our panel of bankers stresses the importance of keeping it simple.