Financial Industry Market Research

Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

Sponsored White Paper: Capitalizing on Customer Feedback - Creating Measurable Value from Voice-of-the-Customer (VOC) Programs

It seems like everyone is now collecting customer feedback. However, if you have already launched your customer feedback program, you have likely discovered that turning customer feedback initiatives into a highly effective, thriving VOC program is not a simple task. Creating and implementing a thriving and highly effective VOC program requires the right vision, awareness, and accountability that link the investments to the observed returns. “Capitalizing on Customer Feedback” addresses these three themes and provides the reader with examples of the principles in practice. The reader will be introduced to: new ways to think about customer feedback; top nine most popular customer feedback strategies; five steps of VOC evolution; four principles to realizing a strong return on your VOC program; two real-life case studies demonstrating the concepts in action.

Product configuration: a research technique for the times

With more and more opportunities available for consumers to design their own products, a research tool that uses a similar approach makes perfect sense, the authors say.

Can you foster customer loyalty in a low-engagement industry like insurance?

The authors provide strategies for how to think about and begin measuring and improving customer loyalty in the insurance industry.

How 3-D storytelling collages can jump-start focus group discussions

The author explains how 3-D collaging gives respondents a wider range of artifacts with which to express their feelings on a product or service, potentially unearthing a richer lode of insights.

The economics of loyalty: What makes a loyal customer valuable?

The author challenges customer loyalty expert Fred Reichheld, arguing that Reichheld's price premium argument is specious and his cost-savings assumptions are subject to many caveats and exceptions and do not always apply.

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Related Articles

There are 52 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Ensuring satisfaction

General American Insurance recently launched an internal and external assessment of customer satisfaction with its group insurance operations using in-depth interviews, focus groups and telephone interviews.

Research defines market for CheckFree

CheckFree Systems used tracking studies to determine market demand and develop marketing strategies in its efforts to expand beyond its initial success in the health club market.

First in service

First of America Bank surveyed employees and customers to measure service quality.

Advising the advisors

American Express Financial Advisors improved assessment effectiveness of client acquisition techniques (CAT) by redesigning its CAT questionnaire. Improved response rates and other factors allowed its research department to provide high-quality data quarterly to internal partners for resource planning.

The benefits of customer retention research

Though banks often research customer satisfaction, they would benefit from also researching issues surrounding why customers leave. This article looks at how several banks have researched customer attrition and used the results to develop customer retention strategies.

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