New eBook available "Putting the Retail into Retail Banking"Published: Monday, 22 December 2014 16:30 by Katharine Hulls, VP Marketing
Consumers’ rapid adoption of online and mobile banking is now dominating strategy.
According to the banking trade body the BBA, digital banking transactions are now worth almost £1bn a day, with almost 40 million mobile and internet banking transactions every week.¹
However, interacting across multiple channels is only one aspect of the change in consumer behaviour and attitudes:
- Brand loyalty has reduced – consumers are happy to shop around for the best deal, and that includes comparing multiple financial services providers.
- Expectations have risen – consumers expect brands to offer personalisation and a consistent experience across touch points – web, mobile, apps, call centre, social media and in branch.
- Consumers are willing to share information in return for a better experience.
Banks have a limited product set – especially when compared to retailers – and hence less time and opportunity to engage either existing customers or prospects with relevant products or offers. It is essential to make every single interaction count.
The new eBook from Celebrus Technologies looks at how banks can put the retail into retail banking, and meet the demand of consumers expecting the same level of experience and interaction that is now standard in other markets such as retail and travel.