Word-of-mouth-marketing related to customer experience will represent a major marketing opportunity in retail banking in 2013, according to a report from PricewaterhouseCoopers. Even a bad customer experience can be an opportunity to showcase the brand and gain fans, if the company solves the issue effectively, they note. “Fifty percent of recommendations are due to good experiences, not discounts or free products. Customers can become your best marketers," the report said.
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