Practice Leader- Financial Services
Over the last few years we have seen a relentless drive towards digitalization that aims to create meaningful, seamless and personalized customer experiences. While there are countless positives to bringing the customer’s banking experience into the digital age, it is imperative that the industry does not overlook the basics - applying the fundamental doctrine of utmost good faith to managing relationships with their customers. This basic principle of utmost good faith not only helps to secure long-term customer loyalty but also strengthens customer advocacy. J.D. Power shares key findings on customers' perceptions and expectations of financial institutions in Australia and how the industry can move towards a more rewarding and symbiotic relationship with their customers.
- Examine how customers perceive a bank’s overall brand image, reliability and trustworthiness
- Understand how customer perceptions drive customer loyalty and advocacy
- Highlight best practices on how banks can retain and earn back the confidence of their customers