by Richard Nehrboss | Mar 11, 2014 | News Releases
Omaha, Nebraska March 11, 2014 – The MSR Group today announced that North Carolina-headquartered First Citizens Bank is the recipient of its APECS® Customer Advocacy Award, Southern Region for the second consecutive year. This award is given to the client retail...
by Richard Nehrboss | Mar 11, 2014 | Financial Services
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...
by Richard Nehrboss | Mar 6, 2014 | News Releases
Omaha, Nebraska, March 6, 2014 – The MSR Group today announced that Rabobank N.A. is the recipient of its 2013 APECS® Customer Advocacy Award, Western Region. This award is given to the client retail banking organization receiving the highest Net Advocacy Rating...
by Richard Nehrboss | Feb 25, 2014 | Customer Experience Management, Financial Services
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...
by Richard Nehrboss | Feb 6, 2014 | Customer Experience Management
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...
