The top emotions that drive customer loyalty among financial institutions are feeling appreciated, respected, and valued, and providing experiences that impact these emotions will affect a bank’s bottom line, according to Forrester’s 2017 U.S. Banking Customer Experience Index.
O the six drivers that measure brands’ delivery of CX quality, the report shows, customer service is the most important driver for both direct banks and traditional retail banks. Seventy-three percent of customers of both bank industries report....