The digital experience is critical . . . for now

How will you compete after the transformation?

Today’s ultra-competitive financial services marketplace has credit unions hunting for the differentiators that will build member loyalty. Many, not surprisingly, are focusing on their digital experience. And that’s good, but it might not be enough.

Research from Bain & Company pinpointed 30 facets of customer experience that contribute to loyalty and grouped them into four categories: functional, emotional, life-changing and social impact.

The Top Five Drivers of Loyalty

For banking, five facets, or attributes, stood out as loyalty drivers:

 

continue reading »