by Hannah Barkdoll | Mar 21, 2018 | Customer Experience Management, Financial Services
If we could read the minds of our customers, life would be filled with easy days at the office and worry-free weekends. Alas, I’m unaware of any one person or company possessing such a superpower, leaving entire industries clouded in an environment of somewhat or...
by Marketing | Mar 14, 2018 | Customer Experience Management, Financial Services, Technology & Innovation
Banking industry trends in 2018 remain consistent with last year’s trends. According to Financial Brand’s 2018 Retail Banking Trends Report, Improving the Customer Journey and Improvement in Integrated Multi-Channel Delivery stayed in the top 3. While these trends...
by Martin Pacino | Feb 22, 2018 | Customer Experience Management, Employee Experience
It’s probably safe to say that the concept of having employees who are engaged in their work is universally accepted as a good thing. However, to drill deeper into that and find consensus across business leaders and decision makers as to exactly how or why employee...
by Karl Petersen | Feb 7, 2018 | Customer Experience Management, Employee Experience
It’s particularly applicable as it relates to the relationship between management and customer service. Essentially, if a customer-service representative isn’t happy in their role, that makes it all the more challenging for that employee to dispense cheerful, helpful...
by Marketing | Jan 10, 2018 | Customer Experience Management, Financial Services
No matter the industry, everyone demands an answer to this question: What’s the best way to target Millennials? The MSR Group hears that or a version of that question frequently, especially as it relates to the financial-services sector. There’s industry-wide debate...
by Marketing | Dec 13, 2017 | Customer Experience Management, Research Methodology, Utilities
Not long ago, the utility industry was doing a poor job relating to its customers as just that, customers. Reduced to impersonal references such as a “load,” “meter” or “ratepayer,” customers felt little positive connection to the utilities they paid handsomely to...
