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EMARKETER

Digital friction can cost banks the customers they attracted with apps

Article by Lauren Ashcraft  |  Sep 17, 2024
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Digital friction can cost banks the customers they attracted with apps
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Topics
Banking
Worldwide

The news: We’ve covered the importance of banks keeping up with competitors digitally—a bank’s online and mobile capabilities are a major factor in customers’ decisions on where to bank.

But there are also risks when rolling out digital capabilities if users can experience “digital friction,” per PYMNTS.

The catch-22: We know that 36% of US banking customers assess financial institutions’ (FIs’) online and mobile banking capabilities before choosing where to bank. But if FIs’  digital tools are glitchy or aren’t user-friendly, they can actually lead to attrition.

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