Top 3 customer experience (CX) trends for banking in 2023
Customer experience (CX) management is the defining competitive differentiator in today’s banking industry, infact for good reasons: financial institutions that invest in customer experience have higher referral rates, higher share of portfolio, and are more likely to increase cross-selling of products and services to their customers. From Consulting C3 (MST Group), we help our clients […]
New warranty law, consumers applaud extension of warranties from 2 to 3 years
The warranty period for products increases from 2 to 3 years for products sold as of January 1, 2022, and manufacturers will have to insure spare parts for their products for 10 years, and not for 5 years, as until now. This is to improve the useful life of products, by facilitating repair. This is […]
Get ahead of the cold with MST Holding and request a review of your heating system now
A complicated winter is announced. The war in Ukraine and the energy crisis are making the supply of electricity and gas more expensive, to the extent that it could be compromised in Europe. From Brussels, the European Commission urges member states to apply measures that contribute to reducing energy demand. In Spain, the Executive power […]
Healthcare Success Story: Improving Customer Experience
MST Holding has its quality division Consulting C3. This is a Business Consulting firm specialized in measuring and improving the customer experience, optimizing the technical and human resources of your organization. The extensive experience acquired in the sector by C3’s team of professionals, after twenty years of professional development in the field of Customer Service […]
SEASONALITY OF THE SERVICE IN THE HVAC SECTOR
Within the Call Center world, SEASONALITY is understood as those changes that a call reception service undergoes depending on the time of the year or period of time in which it is located. This variation in the volume of calls received is repeated annually, weekly or daily. At MST Holding, we are specialists in the […]
Guiding banking consumers toward digital self-service
Any service that can be delivered online is technically a digital service. And banks have clearly not been lagging behind in the delivery of digital services. For some time now, they have started to respond to customer self-service demands as well. But what exactly is self-service? Well, many customers prefer to carry out transactions and […]
WE TALK WITH A CARTERIZED MANAGER FROM THE HEALTHCARE SECTOR
Currently, the figure of the Carterized Manager in the Healthcare sector is a fundamental piece in the competitive strategy of any manufacturing company or distributor in the pharmacy channel. Not only because of the profitability and volume of business it generates, but also because of the added value it brings to the client. At MST […]
How to improve customer care in healthcare in 2022
Customer care has been changing in recent years. And although we usually believe that these changes are limited to sectors such as the technology industry or telecommunications, the truth is that customer service in the health sector has also been transformed. At Consulting c3, as a consulting area of the MST Group specializing in this […]
How to improve B2B sales based on data
Omnichannel and personalization have become the two major factors that determine B2B («business to business» or business-to-business) sales, according to the report «The Global Pulse of B2B Business» by the consulting firm McKinsey& Company. Added to this scenario is the trend that has been consolidated in recent years in B2B relationships and sales: data-driven decision […]
Optimize the average time of your customer calls
Spending time with each customer is essential to offer a good service and to go deeper into their needs and solve their queries. However, we can find ourselves in the case of calls that are too long and do not solve the customer’s problems. When we talk about average talk time, we are referring to […]
