Jim Marous: Silent attrition in banking starts before account closures

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22.05.2026

Jim Marous: Silent attrition in banking starts before account closures — Silent attrition starts before account closure

Jim Marous, publisher at The Financial Brand, examines the concept of silent attrition in banking, arguing that customer disengagement occurs well before accounts are officially closed.

He emphasizes that engagement loss is often a more telling metric for financial institutions than closure rates, encouraging banks to address customer disengagement proactively.

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Marous has previously noted that platforms and embedded finance are transforming banking, challenging traditional competition and engagement models, according to past commentary. He has also pointed to warnings that half of smaller banks could disappear within a decade without meaningful adaptation, as reported in his coverage of industry outlooks. These observations come amid ongoing scrutiny of customer relationships across the sector.

This material may contain third-party opinions, none of the data and information on this webpage constitutes investment advice according to our Disclaimer. While we adhere to strict Editorial Integrity, this post may contain references to products from our partners.

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