Trends Report

Forrester Infographic: Financial Well-Being Is The Key To Loyalty For Chinese Banks

December 28th, 2020
Arnav Gupta, null
Arnav Gupta
With contributors:
Frederic Giron , Sukriti Dangi , Katie Hampton , Han Bao , Bill Nagel


Customer loyalty and retention have traditionally been a challenge for incumbent banks. Recent Forrester Analytics Consumer Technographics data reveals the reasons behind customer churn and the possible approaches that could improve customer loyalty and retention. During the first phase of the COVID-19 lockdown, Forrester surveyed 3,666 online adults in metropolitan China to understand what they expect from banks. Chinese banks should learn about their customers and take action to prevent customer churn before it happens.

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