Banks Can't Price Their Way Out of Bad Customer Experience

A report from Forrester claims that for banks, customer experience is a more powerful loyalty driver than price- value perception. For banks, customer experience is a more powerful customer loyalty driver than price- value perception, according to a new report from Forrester Research. The report, authored by Forrester analyst Maxie Schmidt-Subramanian, said that customer experience accounts for the majority of loyalty among bank consumers. Price-value perception plays just a small additional part in driving loyalty, she wrote. ....