by Richard Nehrboss | Dec 13, 2022 | Customer Experience Management
Personalizing your customer’s experience is especially key in the banking industry. There’s a scene in an episode of “The Office” that exemplifies how mom-and-pop shops can still compete with tech-advanced mega-corporations. In the episode (dubbed “Traveling...
by Richard Nehrboss | Apr 18, 2018 | Customer Experience Management, Financial Services
Photo courtesy NCR, ncr.com At the recent Future Branches conference in Austin, TX, where the conference theme is improving the customer experience at retail bank branches, video tellers were top of mind for many bank executives attending. Discussions surrounded...
by Richard Nehrboss | Mar 14, 2018 | Customer Experience Management, Financial Services, Technology & Innovation
Banking industry trends in 2018 remain consistent with last year’s trends. According to Financial Brand’s 2018 Retail Banking Trends Report, Improving the Customer Journey and Improvement in Integrated Multi-Channel Delivery stayed in the top 3. While these trends...
by Richard Nehrboss | Jan 10, 2018 | Customer Experience Management, Financial Services
No matter the industry, everyone demands an answer to this question: What’s the best way to target Millennials? The MSR Group hears that or a version of that question frequently, especially as it relates to the financial-services sector. There’s industry-wide debate...
by Richard Nehrboss | Dec 13, 2017 | Customer Experience Management, Research Methodology, Utilities
Not long ago, the utility industry was doing a poor job relating to its customers as just that, customers. Reduced to impersonal references such as a “load,” “meter” or “ratepayer,” customers felt little positive connection to the utilities they paid handsomely to...
