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Video: Dirk Vater and Markus Bergmann: Customer loyalty in retail banking: Banks rally their forces

For many retail bank customers, mobile comes first. In Germany the share of mobile interactions already lies at around 20 percent.

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Video: Dirk Vater and Markus Bergmann: Customer loyalty in retail banking: Banks rally their forces
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2018 Customer Loyalty in Retail Banking Report

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.

 


For many retail bank customers, mobile comes first. In Germany the share of mobile interactions already lies at around 20 percent. But more is needed than a just well-devised app to urge customers to buy more products or value their credit institution in an especially positive light. In the video, Dr. Dirk Vater and Dr. Markus Bergmann discuss the results of the Bain Brief “Customer loyalty in retail banking: Banks rally their forces” and explain how multibranch banks can excel in all channels in the digital age.

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