by Marketing | Oct 3, 2017 | Customer Experience Management, Financial Services, Utilities
Is your Customer Experience Measurement Program Delivering a Profitable ROI? It’s no secret that satisfied customers are essential for business success. That’s why organizations invest in programs to gather feedback and measure customer experience. However, the way...
by julian | Jul 14, 2017 | Financial Services
Consumers have an increasing number of banking options as channels continue to be added and enhanced. Research shows that not only are customers taking advantage of this added flexibility, but they’re also continuing to visit branches at a frequency that might...
by The MSR Group | May 19, 2014 | Financial Services
The MSR Group’s research shows bank customers still value branches and most want this option available for transactions they prefer to conduct in person. In fact, in spite of the increase in automated channels, our national banking study found 69% of bank...
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 julian | 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 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...