This Fintech Insider Insights podcast episode discusses customer loyalty in financial services, featuring a panel discussion with experts from Monzo and Yonder. The discussion explores differing perspectives on loyalty—ranging from transactional usage to deeper emotional connections—and examines how fintech startups and established banks are approaching customer acquisition and retention. The panelists highlight the importance of creating memorable customer experiences and building brand advocacy through social elements and meaningful product features, rather than solely relying on cash incentives. A key takeaway is that focusing on creating positive emotional connections and addressing customer needs during challenging times is crucial for fostering long-term loyalty. The episode concludes with practical advice on building deeper customer relationships and strategies for creating a positive brand experience.
