There’s a fine line between making a sale and alienating customers through poor CX, and it seems that financial institutions, many of which have enjoyed skyrocketing satisfaction scores in recent years, are starting to push clients away by blurring that line. Market research firm J.D. Power shared its findings in a report exploring the perception of banks through the eyes of customers in a special report called Customer Views on Sales Practices in Financial Services.
According to the data, satisfaction still sits at a high....