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Do Your Employees Know What’s Expected of Them?

Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need to deliver it. How many of your employees could provide a reasonably articulate description of what you expect of them when it comes […]

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Why Millennials Matter (to Utilities)

Millennials are going to force utilities and virtually every business into understanding their needs because they grew up in the digital era. Millennials know it is possible to tailor the message to their needs and expect the message to be honest and forthcoming.
Read the full article at: www.energycentral.com

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Why Closing Bank Branches is a Mistake

Consumers have an increasing number of banking options as channels continue to be added and enhanced. Research shows that not only are customers taking advantage of this added flexibility, but they’re also continuing to visit branches at a frequency that might surprise you. According to results from The MSR Group’s National Study, 69% of banking […]

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10 Ways to Maximize Return on Customer Feedback

Why care about customer feedback? First of all, customer service can be a differentiator. Provide superior service and stand out in a positive way, or the other way around—poor customer experiences drive customers away.
Customer feedback is a measuring stick that helps track our progress.
Measurement is important, but it’s not enough. Investing in a…

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Customer Experience Champs vs. Chumps

At The MSR Group we’re frequently asked what differentiates companies with high customer experience scores from those who score poorly. We recently took this discussion to a deeper level when working with a client who was struggling to improve their overall customer experience. What we learned may highlight issues within your own organization. While the […]

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