The rise of fintech has turned the traditional banking landscape on its head, forcing financial institutions (FIs) to reevaluate their approach to customer loyalty and retention. In today’s digital-first world, conventional strategies for customer acquisition and retention are no longer sufficient. Building lasting relationships now requires a deep understanding of changing consumer behaviours and preferences, as well as a willingness to innovate and adapt to stay ahead of the curve.
In the highly competitive and evolving financial services landscape, customer loyalty and engagement have become more critical than ever, especially with the shift to digital channels and mobile apps. Loyalty and rewards programmes are key to attracting and retaining customers. When executed effectively, loyalty and rewards programmes have become essential tools for driving engagement, retention, and advocacy. In fact, recent research indicates that loyalty programmes are a key differentiator for FIs in the modern banking landscape.
Our new ebook, The Power of Engaging the Digital Client: Elevating Customer Experience with Loyalty, Rewards, and Retention Strategies for Financial Services, dives into strategic steps for carrying out a successful loyalty programme, along with recommendations on how to optimise personalised platform.
Five key takeaways from the book
合伙人兼全球零售及中小企业银行业务主管
Head of Strategy & Transformation, Retail & SME, SEA