By on

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a reminder to keep the customer at the center of the banking experience.

Strong relationships are the result of a consistent customer experience that’s reliable and positive, according to The Financial Brand.

Banks must have a customer experience strategy to create the type of experience that customers want. The experience must be consistent across all touch points.

Craig McLaughlin, founder and CEO at Extractable, stresses the importance of keeping the customer at the center of the banking experience.

“Whether a small or large financial institution, (banks must take) the time to examine pain points and complaints can only better inform a value-driven customer experience,” McLaughlin says.

Strong relationships are important for any industry, not just finance. So whether your company falls under hospitality, insurance, healthcare, retail, or another vertical, you should work to create the ideal customer experience.

One way to understand customer pain points is to analyze customer feedback in online reviews. This feedback is a useful tool to improve the customer experience.

Need more inspiration? Check out our list of customer experience quotes to inspire your entire organization.

Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She's a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.


  1. Amanda Eicher

    I once worked at a small family owned company that had regulars who became quite close with everyone who worked there. You knew their names and they knew yours. These loyal customers were the main income for the small business and kept it afloat. It is so important to focus on your customers and make sure they feel welcomed and like they are getting a personal experience.