How to Perform an Effective Net Promoter Score Analysis
Read the full article at: customerthink.com
Net Promoter: Revolutionary Tool or Fad?
Net Promoter is not the only survey question you need to ask to grow your business because more than one question is required to understand human behavior.
Bill Gates, Warren Buffett, and Oprah all use the 5-hour rule — here’s how it works
Top business leaders spend five hours a week dedicated to deliberate learning.
Improving Utility Customers’ Satisfaction through Real-Time Data and Alerts
With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers to customer-centric service providers.
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...
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
Why Your Corporate Brand Matters
Your corporate brand encompasses everything your company says and does–what customers and prospects think and feel about your company, how you make decisions, your messaging strategies, the way people are treated. Unfortunately, many companies don't take time to...
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...
How Banks and Credit Unions Should Calculate Customer Engagement
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here’s how.
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…
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...
New Pop-Up Bank Branch Unique Approach to Customer Experience
The MSR Group's research shows bank customers still value branches and most want this option available for transactions they prefer to conduct in person. In fact, in spite of the increase in automated channels, our national banking study found 69% of bank customers...
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