Today the relationship between banks and customers is less intimate, creating less incentive for customers to remain loyal. If banks want to regain their customers' trust—and, therefore, their loyalty and patronage—they need to reconsider how they interact with them.
The personal relationship that people used to enjoy with their bank manager has disappeared, as banks move their customers toward Internet banking and call centers. This has created a real trust vacuum.
In a recent survey conducted by ICM research, on behalf of Cincom, 1,000 individuals where asked to rank whose advice they trust the most: their bank manager; doctor; newsagent; or hairdresser. Only 9 percent of consumers said they trust their bank manager the most. More people trusted their hairdresser than their bank manager, with 12 percent stating they trust their hairdresser the most. This is concerning news for banks who consistently rate customer loyalty as one of their biggest aims.
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thro' CRM Guru