Digital-first neobanks are reshaping customer expectations around fees, technology, and service, with several now outpacing traditional banks in satisfaction rankings. But while many consumers expect low or no fees, seamless mobile experiences, and responsive digital service, they still value in-person support and trusted local brands. For community banks, the challenge isn’t choosing between digital and relationship banking but aligning the two. Institutions that integrate strong digital delivery with their relationship model are better positioned to protect loyalty and drive growth as customer preferences evolve.
How well do your digital channels reinforce your local brand? Are you measuring whether digital investments are strengthening loyalty and engagement, not just usage? Where can frontline teams use digital tools to deepen customer relationships?