Profitable Customer Behaviour refers to trends and habits of customers that lead to increasing profits for an organisation. For retail banking, these are customers’ characteristics that directly relate to banking products and services. Some profitable consumer behaviours for retail banks to monitor include:
- Positive customer perception of bank(s)
- Customer loyalty
- Customer adoption rate of bank products and services
- Frequency of use of bank products
- Customer channel preference for engaging banks and financial activities
For retail banks to see how profitable their customers are, Ciuci Consulting analysed the rate of adoption and customer preference for using a general retail banking product- internet-based banking platform.