CHICAGO—With 59% of U.S. consumers relying on their computer or mobile device for most of their banking needs, the lone physical touchpoint between FIs and account-holders now is often the debit or credit card, one new analysis is reminding.
A new survey from the Arroweye shows that allowing consumers to expand their personalized online experience to their card is key to customer loyalty and trust, especially among Millennials.
Key takeaways from Arroweye’s 1,000-respondent survey:
- 57% of Millennials want the option to personalize their cards
- 44% of Millennials have already customized their card if the option was available
- 46% of non-Millennials want to be able to customize cards
- Only one-third of all consumers visit their FI branch
“As fewer consumers visit physical FI branches, the online and in-hand experience is the key to customer retention,” the company stated.