By Ron Daly
Newton’s Third Law says that for every action, there’s an equal and opposite reaction. But while he’s talking physics, I’m thinking customer retention. All good things seem to have a bad side, and for banks, stickiness is near the top of the list.
So, ask yourself if your stickiness is the good kind or bad kind: Do your customers perceive your bank as a sticky bun, offering a satisfying experience that leaves them with a good taste? Or maybe it’s more like flypaper, where customers put up with sub-par service or outdated delivery systems because they feel trapped?
Financial institutions […]