Declining customer trust could bite big banks bottom line
Despite South Africans expecting ever-higher standards of ethics and accountability from businesses, banking is one of the sectors where customer trust seems to have regressed, says Nathalie Schooling, CEO of leading customer experience agency, nlightencx.
This is likely due to it being a traditionally insulated industry with high barriers to entry by new competitors. Together with administrative procedures that make it difficult for existing customers to switch to an
