Summary
Banks can influence methods of customer interaction and significantly boost consumer trust by building out personal financial management (PFM) capabilities online. US online adults using PFM features on their bank's website report a greater enthusiasm for recommending the financial brand, investing additional money with the company, and seeking financial advice. These consumers also demonstrate greater comfort in interacting with banks through online and mobile channels, while their need for more expensive options, like in-person or over-the-phone communication, wanes.
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