Use Cases > Increase Customer Retention

Increase Customer Retention

With Channel Behavior KLIs

The Problem

With the increase in digital adoption and the shift in how consumers bank, how do you know which channels your customers are engaging with?

The Solution

The more your account holders interact with your channels, the stickier they become with your FI. Use these KLIs to message your account holders the myriad benefits your institution’s products and services offer. Or simply use these KLIs to better understand which channels are effectively engaging your account holders or where your FI may need to consider product enhancements or innovation.

Use the KLIs below to better understand your account holder’s current interactions with your institution and add relevance to your messaging, encouraging digital technology adoption.

Making this Use Case Actionable

  1. Branch Activity KLI

    Target account holders who frequently visit your branch locations and educate them on your digital solutions to provide them options for their financial transaction needs.

  2. Online Bill Pay Activity KLIs

    Identify account holders actively using your online bill pay solutions and message them about your mobile app communicating the convenience of banking on the go!

  3. Mobile Banking Activity KLI

    Account holders that are using your mobile app for remote deposits are some of your most digitally-savvy consumers. Keep these account holders updated on your latest product innovations and get early adopter feedback.

  4. ATM Transaction Activity

    Keep your high ATM usage account holders in the know about your peer-to-peer payment solutions and alternative options to deposit funds, such as RDC.

  5. Debit Card Swipe Activity KLIs

    Use debit card swipe activity and trend KLIs to identify account holders who may be decreasing their usage of your debit card to remind them of the rewards that your card offers.

  6. Last Transaction

    Find account holders who have not interacted with your FI in recent weeks. They may be considering an institution switch. Reach out to these account holders and thank them for their commitment.