Financial Services. Not Happening For Customers.
Forrester recently asked consumers how much they enjoyed doing business with their banks, credit card providers, and investment firms. The data highlighted significant problems for each institution to work on: Banks need better sales support; credit card providers need better sales and service support; and investment firms need less complicated offerings. When looking across generations of consumers, Gen Y females, the study identified, had the most problems with each of these firms. Their analysis also looked at which consumers enjoy (or don’t enjoy) doing business with these institutions. The consumers that are most at-risk to
shift their business are young, affluent consumers. Link to the Forrester Customer Experience page.