贝恩：零售银行的客户忠诚度研究报告(英文 44 页)

---

As Retail Banks Leak Value,Here’s How They Can Stop It

Customer loyalty in retail banking:

global edition 2019

Contents

At a Glance . . . . . . . . pg. 3

1. Loyalty continues to generate favorable economics . . . . . . pg. 13

2. Sales are rapidly digitalizing, making it easier for customers to defect . . . . pg. 21

3. Technology companies still hold great appeal . . . . . . pg. 29

4. Ecosystems of related services draw strong interest . . . .  . . pg. 35

Appendix: Methodology . . . . . . . . . . pg. 38