Stop Getting Dumped!
Carry out these five strategies in your own organization to use market research to facilitate effective decision making.
Community Banks And Credit Unions: Time To Make It Personal
Personalizing your customer’s experience is especially key in the banking industry.
Determining the Best Methodology for Customer Research
As a market research firm, companies frequently come to us and say “We need a survey” or “We need a focus group” regarding customer data collection. In many cases, the companies that think they need surveys may actually need focus groups—and vice versa.
That’s why our approach to market research is all about understanding your…
Why Companies Should Invest in Customer Satisfaction Research
No matter what industry you’re in, maintaining a positive relationship with your customers is crucial for cultivating a sustainable business. In fact, there’s often a correlation between satisfied customers and better profits. Without a doubt, customer satisfaction is the key to the overall success of your business.
So how can you improve your customer satisfaction?…
Catch them Doing Something Right: The Value of Recognition in the Workplace
Employee recognition knows no calendar — it’s an important part of company culture all year long and probably always will be.
Banks and the Future of Video Tellers
At the recent Future Branches conference in Austin, TX, video tellers were top of mind for many bank executives attending. Discussions surrounded topics like what type of video tellers and the benefits of switching to video tellers.
In our National Benchmarking Study, we surveyed bank customers on their satisfaction with video tellers. 57% of retail…
Customer Satisfaction Might Be the Only True Competitive Advantage Left in Banking
How important is customer satisfaction for banks? Extremely. With so little else to compete on, delivering a great customer experience is the best way to make your bank stand out. In this article, we discuss why banks should care about the customer experience and how...
The Crystal Ball to Customer Insights (if there is such a thing): Key Driver Analysis
If we could read the minds of our customers, life would be filled with easy days at the office and worry-free weekends. Alas, I’m unaware of any one person or company possessing such a superpower, leaving entire industries clouded in an environment of somewhat or untested assumptions concerning their customers. Often times, when decisions spur…
Customers Expect Banking Experience to Be Seamless
In this article, we are going to share actionable tips on taking multichannel marketing one step further to make it omnichannel, in order to provide a 360-degree brand experience for your customers. You need to start by laying out your own definition of omnichannel marketing, and then look at the be
Improving Your Ability to Recruit a Qualitative Research Project
When recruiting for focus groups and in-depth interviews, the process starts with a survey of qualifying questions known as a screener. As the member of our team responsible for recruiting qualitative projects, I’ve seen my share of screeners ranging from very...
Making the Leap: The Importance of Making the Business Case for Employee Engagement
It’s probably safe to say that the concept of having employees who are engaged in their work is universally accepted as a good thing. However, to drill deeper into that and find consensus across business leaders and decision makers as to exactly how or why employee...
Happy Engaged Customer Service Representatives
It’s particularly applicable as it relates to the relationship between management and customer service. Essentially, if a customer-service representative isn’t happy in their role, that makes it all the more challenging for that employee to dispense cheerful, helpful...
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