Customer Experience Leadership -Prior Experience Not Required
As I’ve watched numerous organizations form or re-form customer experience teams, I’ve concluded that the best customer experience leaders don’t have prior customer experience leadership experience. In fact, prior customer experience leadership experience appears to be a burden rather than a benefit.
The frame of reference for customer experience (CX) leaders with prior experience is,…
Using Market Research to Maximize Your Advertising Investment
An advertising campaign is an expensive investment for any company. Integrating market research into the process can help shape and clearly define concepts in the planning and development stage, minimizing risk and expanding potential for success. In addition, market...
Survey: Americans Overwhelmingly Support Having Banks of All Sizes
Customers want a neighborhood bank. They see the impact it has on their local economy. Interesting that the customers view the reasons for less branches has more to do with government regulations than bank consolidation.
9 Skills You Should Learn That Pay Dividends Forever
The further along you are in your career, the easier it is to fall back on the mistaken assumption that you’ve made it and have all the skills you
Your Employees Will Thank You for Caring About the Customer
When companies work on improving customer experience, they are typically focused on retaining customers and providing financial benefit for their shareholders. However, there’s another stakeholder group that benefits from customer experience improvement efforts –...
10 customer service and customer experience cx trends for 2017
Read the full article at: www.forbes.com
In a Fintech World, Consumers Still Want Nearby Bank Branches
ABA Banking Journal, the American Bankers Association’s flagship magazine, provides insights on critical business and policy challenges and trends to help banking leaders succeed in the competitive financial services market.
5 Ways Your Measurement Program May Be Hurting Customer Experience
Whether you currently have a customer experience measurement program in place today or are considering putting a program in place, it’s critically important to understand one important rule: Measurement is not enough. It doesn’t matter if you have the latest and...
Bank Customers Still Value Human Touch
Online and mobile banking are essential elements in 21st-century financial services, but there’s more to banking than digital transactions.
Building A Big Data Bridge To Customer Satisfaction
Building A Big Data Bridge To Customer Satisfaction – 06/28/2017
Downward Trend: Bank Branch Traffic Declining 36% By 2022
Branch traffic will plummet in the next five years, forcing banks and credit unions to explore increasingly extreme cost-cutting measures.
Transform Customer Service into a Customer Insight Machine
Read the full article at: customerthink.com
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