Customer Satisfaction vs Customer Loyalty
This is an interesting article about the difference between customer satisfaction and customer loyalty and how to measure and increase loyalty. The author makes a good case for the difference in the two concepts and the critical importance of understanding and...
Driving meaningful customer engagement
By engaging customers with information on their energy usage and tips to manage that consumption, the customer begins to develop a higher level of trust for their utility partner.
Is your Customer Experience Measurement Program Delivering a Profitable ROI?
Is your Customer Experience Measurement Program Delivering a Profitable ROI? It’s no secret that satisfied customers are essential for business success. That’s why organizations invest in programs to gather feedback and measure customer experience. However, the way...
Banking Needs a Customer Experience Wake-Up Call
Report on customer experience in banking provides insight into strategies, investment, effectiveness, challenges and measurement of CX.
Utility Customer Satisfaction Reaches New High But Customers Expect More
This is one of many surveys in the utility space where there is a recurring response. Customers want more than service delivery, they want to believe in and trust the service provider will keep them safe and secure and provide more efficient and innovative solutions....
A Satisfying Transaction
Read this article to learn why financial services firms must forge connections in a virtual world
The magic of Disney: The secret to its status as a CX leader
CX expert and blogger Colin Shaw says that a quality customer experience like Disney’s relies on constant technological innovation
5 Reasons Customer Experience Matters In Banking
Customer Experience matters in banking more than ever in this age, these statistics reveal an urgent need for traditional banks to start
Building an Emotional Connection Creates Value in Financial Services
Consumers with an emotional connection with their financial services provider generate significantly more value for the bank or credit union.
Order in the courtship: How banks can become number one with fickle customers
Consumers are getting used to playing the field with banks. Winning their loyalty above all other suitors requires hard work and patience.
The Powerful Survey Feature That Drives Customer Loyalty
Improving loyalty is a big reason companies survey customers.
The challenge is finding ways to actually accomplish that goal. Customer
service leaders tell me confidentially that analyzing survey data is a
struggle. Getting leaders to take meaningful action is another tough task.
There’s o
Improving Customer Service in the Utility Industry
Across the US, utility companies are revamping their communication strategies and implementing tools to manage and track customer experience. Why? To keep up with consumers' increasing expectations and to find more efficient ways of providing service. This is...
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