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How The Financial Industry Should Use Digital Feedback to Boost Customer Loyalty

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How The Financial Industry Should Use Digital Feedback to Boost Customer Loyalty

Discover how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers.

 

 Reading time: 30 minutes

Proactive digital feedback strategies

With the growth of financial technology and a changing economy, brands need to differentiate themselves by turning traditionally transactional relationships into emotional ones.

 

Whether you’re a fintech start-up or a well-established institution, acquiring and creating loyal customers is essential to the success of the financial business.

 

“Although everyday banking transactions are about completing a particular goal—often one that is seemingly utilitarian—emotion is the largest contributor to a bank brand’s energy.” Forrester, The Financial Well-Being Opportunity April 8, 2020.

 

In this guide, we’ll examine brand energy and how finance companies benefit from developing these emotional relationships with their customers. Also included:

  • What is brand energy and how do you develop it?
  • Why listening to feedback builds customer loyalty.
  • Best practices for capturing feedback in the financial industry.
  • Collecting feedback across channels and the customer journey.