It’s a shame but it’s true. This report from Quantcast lays it out – without pulling any punches!
“Financial services organisations live and die on the customer experience they provide. 66% of consumers switch brands due to poor customer service; 82% of those that switched said the brand could have done something to stop them leaving.”
(Accenture Global Consumer Pulse Survey, November 2013. )
The emergence of the always-on consumer has forced finance marketers to rethink how their customers undertake the journey to purchase. The modern consumer moves between devices seamlessly, and the real-time nature of programmatic advertising allows the marketer to understand how the consumer is interacting with their brand and advertise to them at the right time on the right device.
Will they ever learn…..?