Research

How is consumer financial behavior changing post-pandemic?

COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 …

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News

Financial Institutions Move Away from Fee-Driven Banking Model

How banks and credit unions can lead the path forward by embracing a banking-for-good model The year 2020 was a …

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Data

Recent study finds U.S. consumers trust financial institutions over fintech

The Story: As reported in Finextra, a recent study from BIS shows that U.S. consumers trust financial institutions over fintech, government …

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News

Earning and Keeping Consumer Trust in Post-COVID Banking

How trust sparks and sustains bank and credit union relationships and provides the underpinning of powerful purpose for financial institutions …

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Research

How does trust affect the way people bank?

Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021

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Research

How does customer experience influence people’s banking decisions?

CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, …

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Research

What are people’s perceptions of banking brands in the post-pandemic era?

In a recent study tracking consumer preference across U.S. financial institutions, nearly every key indicator that influences a banking brand’s ability …

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Research

What do post-pandemic consumers want from brands?

The impact of COVID has shifted people’s brand priorities into five key categories

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69% of US consumers who now prioritize support for local institutions
Data

Brand loyalty shifts to local during COVID

The Story: As COVID’s initial lockdowns have transformed into a socially-distanced new normal, people’s brand loyalties and behaviors have shifted …

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