In both surveys, reputation was identified as the top priority that customers consider when they're choosing a financial institution. Surprisingly, reputation was selected as more important than aspects like rates, special offers, or convenience - all factors that make customers’ lives easier or cost less. This shows that brand reputation must be earned consistently and collectively over time by providing great experiences.
COVID-19's Impact on Financial Institution Customers
What is the real impact of COVID-19 on financial institution customers' financial lives? How can innovation help bridge the gap between a financial institution and their customers during these challenging times? These are questions CapTech sought to answer in our recent research conducted in March and then revisited in May of 2020. This research provides insights into customers’ financial decisions, attitudes toward future habits, and perception of their financial institution’s response to the pandemic. In this podcast, CapTech Customer Experience (CX) experts share insights from our findings, provide recommendations to help financial institutions better engage with customers, and identify opportunities in our “new normal” environment. Listen now.