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COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 Monitor Survey, May 2021
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The Story: As reported in Finextra, a recent study from BIS shows that U.S. consumers trust financial institutions over fintech, government agencies and Big Tech (Google, Amazon, Facebook, and Apple)...
Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021
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The Story: Consumer optimism continues its rise, creating a commerce recovery that’s fueling an even greater economic rebound. Yet, COVID’s longer-term impact on the ways consumers prioritize their spending has resulted in...
CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, 2020
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The Story: While many consumers express a desire for online account opening, those who do initiate accounts digitally carry significantly lower balances, buy fewer products and have higher attrition rates...
In a recent study tracking consumer preference across U.S. financial institutions, nearly every key indicator that influences a banking brand’s ability to grow market share is above average*. Source: Kantar...
The Story: Among the many changes wrought by the pandemic, one of the most notable is how it’s shifted consumer expectations and priorities across the board – including how people...
The impact of COVID has shifted people’s brand priorities into five key categories
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