Believing one thing, when the reality is something entirely different is never a good thing. Especially when it comes to customer loyalty and trust.
A new IBM study reveals there are serious gaps between how banking executives believe they are doing, and how their customers really feel. Among retail banking executives surveyed, 62% think they are delivering an excellent customer service, but only 35% of retail customers agree.
Only 30% of customers believe they are receiving a personalized customer experience, while 45% of bankers....