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Building Customer Loyalty Through Authentic Relationships

Nobody needs to be convinced that nurturing customer relationships builds loyalty and benefits the bottom line. The challenge is how to make this happen. As banks and credit unions have evolved their data infrastructure and marketing technologies, existing systems make it harder to consistently connect with customers across all touchpoints and channels.  

A 2020 survey of marketing leaders in banks and credit unions found that personalized marketing approaches are the most effective for engaging customers and expanding share-of-wallet. However, 44% of those financial institutions send only one or two marketing emails to customers per year. You can create a world in which customers get the information that’s relevant to them, and this opens them up to products that fulfill their needs. Every touchpoint in the customer’s journey can be connected, so it feels natural to have a conversation that reinforces a recent email or account change.   

Start building customer loyalty today by accessing our playbook