Digital marketing programs at banks and credit unions aren’t getting the results they used to. A continuing focus on customer acquisition blinds most marketers to the fact that many new accountholders never engage after opening accounts.
Issues like unclear progress indicators, poor mobile formatting, device-switching difficulties, and excessive questions (more than 5-10) create cumulative abandonment risk that turns ready-to-buy customers away.
Many institutions don’t track where applicants drop off or have effective follow-up processes, making it impossible to identify and fix the specific breakdowns causing lost customers.
