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...
by Marketing | Nov 22, 2017 | Branding, Customer Experience Management, Marketing Effectiveness
The biggest generation is coming into a time where their financial needs are a bigger and more important part of their lives. Understanding how this generation feels about and uses a financial institution will be very important in acquiring more customers like them. ...
by Marketing | Oct 19, 2017 | Customer Experience Management, Financial Services
In today’s banking climate, it would be hard not to find a small to mid-sized bank looking to expand through acquiring a bank or by being acquired. Most of these banks see acquisitions as a chance to scale up quicker and remain competitive. Outside of the complex...
by Joel Vaslow | Oct 18, 2017 | Customer Experience Management, Financial Services
All channels need to be accessible, reliable and satisfy the customers’ needs. There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for...