by The MSR Group | 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 The MSR Group | 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...
by The MSR Group | Feb 3, 2014 | Financial Services, Marketing Effectiveness
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...
by The MSR Group | Jan 31, 2014 | Branding, Customer Experience Management
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...
