The trend: Seventy-two percent of Gen Zers bank online only, per Best Money, pressuring banks with digital products to differentiate themselves. One way to stand out from the competition is by providing an excellent customer experience beyond the digital product.
That’s because 73% of Gen Zers say their customer experience—the sum of all interactions a brand has with its customers—informs which brands they can trust, per the Oliver Wyman Forum.
What that entails: According to brand consulting firm Mower, banks can improve Gen Zers’ customer experience by: