Financial health grows with customer trust and advocacy

A prescription for a beneficial bottom line.

The pandemic and other global macroeconomic and political events during the past several years have taken a toll on all of us; and as a result, well-being – both personal and financial – is perhaps more top of mind than ever with consumers. Financial services institutions can protect share of wallet, share of mind, and long-term loyalty by becoming true and valued advocates for their customers’ financial health.

Financial services consumers are perhaps more in need of broader and deeper financial wellness assistance than ever before. The good news is that two thirds of customers today acknowledge a desire to find financial wellness support, according to a recent Capgemini World Report – with banks, insurers, and financial advisors being the most preferred financial wellness partners.¹

With 77% of Americans anxious about their economic situation, firms that demonstrate empathy and deliver financial wellness capabilities can increase trust, improve customer experience satisfaction, and drive more sales.² Becoming a true advocate for customers’ financial health delivers results in three key metrics:³

• Satisfaction – Customers are three times more likely to be “very satisfied” with their primary financial institution.
• Loyalty – Customers are three times more likely to recommend their primary financial institution and over two times more likely to continue their relationship with them over the next five years.
• Cross-Sell – Customers are five times more likely to report interest in purchasing additional products and services, and more likely to hold services beyond core checking and savings products.

Download our latest point of view to learn more about the benefits of advocating for your customers’ financial wellness on your bottom line.