How Research Increases Success of Package and Product Redesigns
It's simple: your employees and executives are not your customers. That's never more important to remember than when you're ready to go to market with a new product, package or pricing strategy. At The MSR Group, we work with clients to increase their launch success...
Start Engaging Customers through Online Research Communities
Many companies are turning to research communities to test concepts, get ideas and gain a better understanding of their customer base. These private online panels of customers or prospects interact with each other and with company representatives on an ongoing basis....
Consumers Expect Multiple Banking Options
While banking consumers are adopting new technologies at a rapid rate, that doesn't mean they stop using more traditional channels. We continue to see it in our National Banking Study, and the experience is the same at Bank of America according to this article from...
Research Shows Banks Dropping the Ball on Customer Problem Resolution
Thanks to the Consumer Financial Protection Bureau (CFPB) and its handling of consumer complaints, banks are increasingly focused on where they stand in this public database. Unfortunately, this only represents a small sample of what might be going wrong: most...
Companies Expect Positive Results from Increased Customer Experience Spending
Over 60% of marketers surveyed report they plan to spend significantly or somewhat more on customer experience this year, identifying this as an area where they anticipate seeing a big return. Efforts are especially targeted to improving web and call center...
CFPB Reports on Financial Industry Marketing Spending
The Consumer Financial Protection Bureau (CFPB) completed a study examining the information available to consumers when they're making financial decisions, along with the dollars being spent on both marketing promotions and education. Financial institutions' budgets...
How Top Brands Like LEGO, Apple and Nordstrom Build Customer Loyalty
Top brands understand it's not rewards programs and incentives that drive customer loyalty, it's customer service. The true test comes when customers have problems--the way a company handles these situations can create a higher level of loyalty or drive customers...
Contact Centers Making Customer Problems Worse
Companies who overemphasize revenue generation in their contact centers may find their strategies in conflict with customer satisfaction goals. According to The MSR Group 2013 Customer Contact Center Study, the industry as a whole is doing worst at what used to be its...
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