Bank Director :: Experience Radar: Retail Banking Customers Pay For Valued Experiences

Board Issues : Retail

Experience Radar: Retail Banking Customers Pay For Valued Experiences

By: PwC - Banking and Capital Markets

December 11th, 2012 |

PwC's Shivali Shah explains how our Experience Radar research is different from other customer experience models. Despite many threats to profitability, retail banks have rich opportunities for growth. Customers will pay for banking experiences they value. The challenge lies in delighting customers through experiences they value rather than exhausting resources on offerings they ignore.

Download Related PwC Publication:
PwC's Experience radar: 2013, US Retail Banking

Tags: Customer Service, Retail Banking, Customer Satisfaction, Customer Experience

PwC's banking and capital markets practice is organized to fully leverage a global team of over 33,000 professionals in every segment of the financial industry – consumer/retail banking, commercial banking, wholesale banking, mortgage banking, securitization, capital markets, insurance, investment management, broker/dealer and real estate.