With banking technology advancing almost by the minute, you’ve probably been fighting to keep up with all these changes. You can set up things like mobile banking, create a company blog, provide remote check deposit services all you want. However, no matter how much ground-breaking technology you provide your customers, the main thing that will keep them loyal to you is your FI’s dedication to customer service.

I think back to when I started college. I switched all my accounts from my hometown community bank to the larger bank nearby my university (roughly 90 miles from home). Over the years I’ve observed that my new bank doesn’t necessarily have the best rates or customer rewards programs (I’d have to spend over $2600 to get a $5 gift card from some generic restaurant chain).

However, I’ve only had maybe a couple of problems throughout the years with this bank, which were quickly and easily taken care of. Every time I have a question, there’s a number I can call where I’m quickly connected to a real person and am given answers in just a few minutes. When I go to the bank, I’m treated very, very well.

What’s keeping me with this bank is their dedication to customer service. They may not have all these cool account features or even highly competitive rates, but I’m completely satisfied with my experience with them over the past 5 years.

My point is this: you can give your customers all the features they could ever want, but you’ve got to back it up with outstanding customer service. Inevitably, customer satisfaction is what makes or breaks you, not keeping up with every new piece of technology.