Money can’t be everything. Can it?
Despite the fact that retail banks in Canada have achieved record profits, they might be losing touch with some of their customers. Customer engagement has become a key priority for Canadian retail banks because consumer satisfaction scores have declined due to high fees and an actual or perceived reduction in the number of services, according to the J.D. Power 2015 Canadian Retail Banking Satisfaction Study.
The study, now in its 10th year, measures customer satisfaction with retail banks in two....