One-third of banking customers have recently purchased a new product from a company that's not their primary bank. Gerard du Toit, a partner in Bain's Financial Services practice, explains how this "hidden defection" problem is making customer loyalty more important than ever.
Read the Bain Brief: Customer Loyalty in Retail Banking: Global Edition 2014
In Search of Customers Who Love Their Bank
With banks facing increased competition from tech firms, our latest report examines how the banks can focus on what customers value most.