How do you eliminate "pain points" in the banking experience, increase wallet share and improve loyalty? Companies like Ally, USAA and Bank of the West are believers in tracking the customer journey to find the answers.
What's an industry challenger to do when it gets a lot of competitors of its own? Ally's Diane Morais has a plan. Heather Cox has inserted technologists into USAA's business lines, and outgoing Fed Chair Janet Yellen has achieved rock star status.
Credit card issuers have been trying to outdo each other to offer the best rewards program. And it shows, as customer satisfaction rates with many (but not all) of their banks have never been higher in a yearly J.D. Power study. But they may not last forever.
As you'll see from this list, regional banks are doing a better job bolstering their reputations than the big banks are, according to the 2017 American Banker/Reputation Institute Survey of Bank Reputations.