Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions of their experience, their perceptions of price-value, and their loyalty. This report shows how customer experience trumps price-value perception as a loyalty driver for banks and retailers and what this means for retailers and banks that want to deepen their relationships with their customers.