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...
Acquiring New Accounts Requires Understanding Current Customer Behavior
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...
Customer-Centric is the Utilities’ Future Benchmark
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...
3 Simple Things to A Happier Life
When contemplating about life experiences, being happy and living longer, the plausible place to go is technology and innovation. While there have been many, way too many to even mention, technological and medical advances which are making people’s lives easier,...
Millennials and the New Era of Experience Loyalty
The biggest generation is coming into a time where their financial needs are a bigger and more important part of their lives. Understanding how this generation feels about and uses a financial institution will be very important in acquiring more customers like them. According to a recent survey, Millennials and Gen Xers find security, convenience,…
Customers Choose the Branch for Problem Resolution
Customer will return to the branch to resolve an issue that occurred at the branch 8 out of 10 times and have higher level of satisfaction compared to resolving through other channels.
Are B2B Buyers the same as B2C buyers when it comes to emotions?
B2B buyers are influenced by their emotions. But what emotions should we be looking for when researching the B2B buying process?
Communication and Feedback Critical Components in Mergers & Acquisitions
In today’s banking climate, it would be hard not to find a small to mid-sized bank looking to expand through acquiring a bank or by being acquired. Most of these banks see acquisitions as a chance to scale up quicker and remain competitive. Outside of the complex...
Utilities Should Engage With Customers In Channels They Determine Ideal
What gets measured can get rewarded.
Not New, Still Relevant. Consumers Want Good Service From Their Bank
While customers are accessing their bank accounts through numerous channels, one thing remains clear. Consumers want good customer service from their banks. Whether the customer steps into a branch or accesses their account from their mobile device, customers expect...
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