Customer Strategy & Marketing Publications

  • Mundane Interactions Can Still Win Over Mobile Customers

    May 25, 2016 | American Banker

    When it comes to earning consumer loyalty in banking, routine transactions matter most. But enhancing the customer experience with ease of use in mind is difficult for many banks, particularly when it comes to mobile.

  • Are You Ready for Robo Advising?

    May 11, 2016 | Bain Brief

    Financial services firms can heed four lessons from the experience of early movers.

  • Customer behavior and loyalty in retail banking

    November 18, 2015 | Bain infographic

    Leading banks are taking a "mobile first" approach, shifting routine transactions from branches to digital self-service tools.

  • Customer Behavior, Experience and Loyalty in Retail Banking

    November 17, 2015 | Bain report

    Mobile now rules in retail banking. Bain's new global consumer survey analysis shows that mobile has quickly evolved from a separate channel to become the hub of personal finance. Leading banks are taking a “mobile first” approach to migrate routine interactions out of the branch and into digital

  • Foster customer loyalty to offset lost fees

    December 07, 2010 | Customer Strategy & Marketing, Financial Services | American Banker

    New regulations make it more difficult for banks to expand profits by levying nuisance fees, which until recently accounted for up to 40% of many banks' checking account profits and a significant portion of their gross margins.