Humanising finance: Why FinTech's language may be the biggest threat to banks
In financial services, "loyalty is sometimes better referred to as inertia", according to Barry Clark, senior account director at consumer agency Future Foundation. That might well be true of any category, but it's especially the case in financial services.
At the DMA Consumer Engagement conference, held in London in September 2016, he outlined the findings of a recent Future Foundation study, in which "three quarters of our sample haven't changed their current account providers in the last 6 years; 40% have never changed at all"....