Customer Loyalty in Banking

Bain has been publishing an annual report on customer loyalty in banking for a decade. The reason? Earning loyalty is critical for banks, as it pays off with higher revenues, a lower cost to serve and happier employees. Our insights here explore how banks can make that happen.

Bankensektor
Customer Behavior and Loyalty in Banking: Global Edition 2023

Banks’ big challenge is the great unbundling by consumers.

Report30. März 2023
Bankensektor
As Banks’ Retention Efforts Stall, Focus On High-Value Customers

By using advanced analytics guided by five principles, banks can activate targeted customers to improve their economics and strengthen relationships.

Infografik8. September 2021
Finanzdienstleistungen
“No Credit Card” Is the New Credit Card

Younger consumers are opting out of credit cards and into digital payment alternatives.

Snap Chart2. August 2021
Bankensektor
How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

Brief1. Juli 2021
Finanzdienstleistungen
Covid’s Unexpected Impact in Banking

Some superregionals are keeping up with the digital natives.

Brief26. Mai 2020
Bankensektor
Mobile-Banking eröffnet Kreditinstituten neue Erfolgschancen

Bain-Studie zur Kundenloyalität im Retail-Banking

Report19. Februar 2020
Bankensektor
Tech Companies Gain Ground with Banking Customers

Bain’s global survey details the appeal of fintechs, especially among younger consumers.

Snap Chart25. November 2019

NPS Prism℠

With the NPS Prism benchmarking service you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words.

LEARN MORE
Bankensektor
What Loyalty-Leading Banks Do Differently

Bain’s global survey reveals consumer preferences and how those flow through to lower costs and higher revenues.

Snap Chart25. November 2019
Bankensektor
How Banks Can Stop Hidden Defections

Traditional banks are losing customers to digital insurgents and may not even know it. Here's how banks can fight back.

Infografik18. November 2019
Finanzdienstleistungen
Moving Banking Customers to Digital

Banks can mobilize customers and employees to speed the transition toward digital tools.

Infografik6. August 2019
Finanzdienstleistungen
How Australia’s Banks Can Improve the Customer Experience

Leading banks in other countries hardwire the customer perspective into their important decisions.

Snap Chart23. Juli 2019
Finanzdienstleistungen
A Path for Australia’s Banks to Delight Customers

Here’s how to hardwire the customer’s perspective into all the relevant decisions and processes.

Brief8. Juli 2019
Finanzdienstleistungen
Can Banks in the UAE Deliver the Value Consumers Crave?

There is a huge opportunity to engage customers digitally.

Snap Chart24. Januar 2019
Finanzdienstleistungen
Can Banks in Saudi Arabia Deliver the Value Consumers Crave?

There is a huge opportunity to engage customers digitally.

Snap Chart24. Januar 2019
Bankensektor
How Customer Loyalty Spurs Growth and Better Economics for Banks

Simple and digital experiences help direct banks outperform traditional banks on loyalty.

Snap Chart9. Januar 2019
Finanzdienstleistungen
Many Consumers Trust Technology Companies More than Banks

Trust affects consumers’ willingness to try banking services offered by tech companies.

Snap Chart9. Januar 2019
Customer Experience
Jens Engelhardt: Firing Up the Customer Experience Factory

By redesigning customer episodes from end to end, leading companies can reduce consumer pain and company costs.

Video3. Januar 2019
Finanzdienstleistungen
Who Delivers More Value—Banks or Technology Companies?

Tech firms continue to make inroads into banking services.

Snap Chart20. Dezember 2018
Bankensektor
Gwendolyn Lim: Loyalty in Banking

Incumbent banks can refocus on customer loyalty to stem the threat posed by new challengers.

Video19. Dezember 2018
Bankensektor
Can Banks Get Some Love?

As tech firms explore financial services, big banks can fight back by focusing on the customer.

Infografik19. Dezember 2018
Customer Experience
Katrina Cuthell: Firing Up the Customer Experience Factory

Bain Partner Katrina Cuthell explains how transforming customer episodes can yield significant results in the long term.

Video4. Dezember 2018
Finanzdienstleistungen
Strong Latent Demand for an Amazon Bank Account

Amazon Prime subscribers, who control about 45% of US household wealth, are primed to try a free online bank account.

Snap Chart1. November 2018
Bankensektor
Direct Banks Offer Lessons on Competing with Amazon

Amazon crushes traditional banks on loyalty scores. The challenge for banks: become more simple and digital.

Snap Chart23. Oktober 2018
Bankensektor
Can Amazon Take Customer Loyalty to the Bank?

Amazon is crushing traditional banks on loyalty scores. The challenge for banks: become more simple and digital.

Brief18. September 2018
Customer Experience
Bet Big on Just a Few Customer Experience Tools

It's best to invest in a handful of tools rather than to dabble in a broad range.

Customer Experience Tools15. August 2018
Net Promoter System®
Firing Up the Customer Experience Factory

How to create experiences that are simple, digital and tuned to what customers value.

Brief13. Juni 2018
Finanzdienstleistungen
Gerard du Toit: Banking's Amazon Moment

Amazon has several advantages over other tech companies that may look to get into banking services.

Video5. März 2018
Einzelhandel
"Alexa, Move My Bank Account to Amazon"

Amazon may be moving further into the banking sector. How can traditional banks respond?

Infografik5. März 2018
Einzelhandel
Monisha De La Rocha: How Retailers Can Respond to Amazon's Banking Incursion

Retailers need to think about partnering with banks and technology firms to continue to innovate and thrive.

Video5. März 2018
Einzelhandel
Banking's Amazon Moment

Alexa, move my bank account to Amazon.

Brief5. März 2018
Finanzdienstleistungen
Dirk Vater: Customer Loyalty in Retail Banking—The Threat from Technology Firms

Banks can respond to the threat from big tech firms by focusing on the customer experience.

Video21. Dezember 2017
Finanzdienstleistungen
Gerard du Toit: Customer Episodes and Bank Loyalty

Leading banks are dedicated to delivering the best possible customer episodes.

Video20. November 2017
Finanzdienstleistungen
Maureen Burns: How Big Tech Could Upend Banking

More big technology companies are offering financial products, creating a challenge for retail banks.

Video20. November 2017
Finanzdienstleistungen
Evolving the Customer Experience in Banking

Should banks worry about Amazon's quiet moves into financial products, including Amazon Cash?

Report20. November 2017
Finanzdienstleistungen
Why Do the Customers Keep Calling?

From millennials to seniors, banking customers still call and visit their banks a lot. Here is how banks can cut costs and delight customers while migrating them to mobile.

Infografik29. November 2016
Finanzdienstleistungen
Richard Hatherall: How Banks Can Accelerate the Mobile Migration and Improve the Customer Experience

Three steps banks can take to increase digital adoption and improve the customer experience.

Video29. November 2016
Finanzdienstleistungen
Peter Stumbles: The Massive Opportunity in Mobile Migration for Banks

There is a once-in-a-generation opportunity for mobile adoption in banking right now.

Video29. November 2016
Finanzdienstleistungen
The Bank Branch and Call Center Traffic Jam

Why do customers keep visiting tellers and calling the contact center?

Report29. November 2016
Finanzdienstleistungen
Customer Loyalty in Retail Banking: Global Edition 2016

Cost savings hinge on promoting mobile adoption.

Report28. November 2016
Finanzdienstleistungen
Customer Behavior, Experience and Loyalty in Retail Banking

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

Report18. November 2015
Mehr erfahren

Kontaktieren Sie Bain

Wie können wir Ihnen helfen?

Alle weltweiten Büros