How customers feel about their relationship with their Bank

Seize the opportunity to change the dialogue with your customers Eliminate the disconnect between banks and their customers Customers feel ignored by their bank Opportunity Has your bank tried to understand your needs? щ 49% No, but l'd like them to No it's not Yes necessary Never been contacted by their bank to see how things were going 42% 31% 27% This leads to a perception of not being valued... ...and this hinders their ability to grow relationships % would definitely open a new account with Bank Completely Valued 23% 71% Mostly Valued 36% > 23% 28% Opportunity Somewhat Valued 6% Not at all Valued 13% 4% Communication is part of the problem 79% What proportion of product and service related mailings are relevant to you? 21% Ш/ Relevant Irrelevant Customers want communication that matters Make sure any issues/problems are resolved 59% Answer any account question you may have 46% Opportunity Check in to see if you need anything 40% Share new product information you might find useful 84% 29% Provide independent information to support your decisions Want some kind of communication they are not getting today 26% A better customer engagement program is a game changer for banks and their customers % a lot more likely to open a new account at their current bank Impact of a bank program that spent more time getting to know and support customers throughout their journey S Completely Valued 54% Mostly Valued 38% Current Perception: Somewhat Valued 36% III Not at All Valued 49% Connect: Understand. Engage. Grow. For more information on how Maritz Connect™M can help you reach your customers more effectively, visit: www.maritzconnect.com O Maritz OCONNECT Source: Maritz study of 1,002 Banking Customers - December 2013