Making the move from transactional to relationship banking


Making the move from transactional to relationship banking

What customers are looking for is more of a relationship banking experience, rather than the transactional services that today’s banks offer. Banks can only strike the right balance between digital channels and face-to-face contact by gaining a precise understanding of customer expectations at all times.

79% of consumers consider their banking relationship to be transactional, up 8% since 2014.

With a more relationship-driven experience, banks can offer their customers targeted advice and recommendations, through a mix of digital channels and face-to-face, but this statistic is heading in the wrong direction.

86% of consumers trust their bank over all other institutions to manage their personal data.

Banks are well-placed to build the close, trusting relationships that customers are looking for with financial services providers.

The average banking customer interacts with their bank at least twice a day for payment-related matters, which represent more than 80% of customer interactions with banks. This makes payments the right beachhead for cross-selling other financial services.

In Britain alone, mobile and internet banking now account for transactions worth £1bn a day.

Digital banking is growing rapidly – and banks need a multi-channel value proposition in order to capitalize on the consumer appetite for such services.

Branch-based mortgage lending sees customer leakage as high as 70%.

Customers are not happy to wait for service, even when embarking on what could potentially be a longstanding banking relationship.

Mobile banking revenues are expected to increase by 119% a year between 2014 and 2019.

Huge demand for mobile services presents enormous opportunities to those banks with the best offering.

One in three millennials is open to the idea of switching banks in the next 90 days.

Younger customers are perfectly happy to change banks – those banks that fail to provide these customers with the relationship banking services they want risk losing them forever.

51% of customers say an effective digital banking service is a key driver of their loyalty to a bank.

Digital services are absolutely crucial to winning and retaining customers.

50% of larger financial institutions have piloted enhanced data analytic capabilities or are in the process of doing so.

Technological innovation is crucial for banks as they seek to integrate systems and invest in new platforms on the basis of customer insight.

More than half of banking customers are willing to pay more for innovative digital services.

With consumers finding it easier than ever to switch providers, banks have no choice but to offer digital services that form a unified customer experience. An agile layer of end-to-end process and customer interfaces that sit atop legacy systems will greatly enhance the customer experience. This flexibility helps the bank meet shifts in customer demands and expectations. Banks that make use of the new generation of business applications open up rich opportunities to build stronger relationships with their customers and ultimately increase their revenues.