by Richard Nehrboss | Jul 19, 2017 | Customer Experience Management, Employee Experience
Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need to deliver it. How many of your employees could provide a reasonably articulate...
by Richard Nehrboss | Jul 18, 2017 | Customer Experience Management
Millennials are going to force utilities and virtually every business into understanding their needs because they grew up in the digital era. Millennials know it is possible and expect the message to be honest and forthcoming along with tailored to their needs. Read...
by Richard Nehrboss | Jul 13, 2017 | Customer Experience Management
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here’s how. Consumer research can be such a valuable tool when there is a need to understand customers’ likes and dislikes about your products...
by Richard Nehrboss | Jul 12, 2017 | Customer Experience Management
Why care about customer feedback? First of all, customer service can be a differentiator. Provide superior service and stand out in a positive way, or the other way around—poor customer experiences drive customers away. Customer feedback is a measuring stick that...
by Richard Nehrboss | Jul 10, 2017 | Customer Experience Management
At The MSR Group we’re frequently asked what differentiates companies with high customer experience scores from those who score poorly. We recently took this discussion to a deeper level when working with a client who was struggling to improve their overall customer...
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...
