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Uncovering Your Customers' Wows and Woes in 10 Steps

PeopleMetrics Alum

by PeopleMetrics Alum on May 19, 2017

 

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found:

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Topics: Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping

5 Steps on Setting Goals for Customer Experience Improvement

PeopleMetrics Alum

by PeopleMetrics Alum on May 10, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat:

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Topics: Customer Engagement, Voice of the Customer, Customer Centricity, Customer Experience Improvement

The Basics of Customer Journey Mapping

PeopleMetrics Alum

by PeopleMetrics Alum on May 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data, with few disciplines improving over time.

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Topics: Customer Feedback, Banking Customer Experience, customer journey mapping

How to Keep Your Customers' Data Secure

Lisa Michaels

by Lisa Michaels on Apr 25, 2017

Cybersecurity and data protection are becoming areas of focus due to the rise in high-profile data hacks. Besides the loss of stakeholder value, a data breach can cause exposure to lawsuits, financial losses and irreparable consequences like a severely tarnished reputation.

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Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 19, 2017

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.

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Topics: Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

Making Sense of Customer Experience Metrics

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents.

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Topics: Customer Experience, Voice of the Customer, Banking Customer Experience

How to Turn Customers into Your Promoters

Lisa Michaels

by Lisa Michaels on Apr 10, 2017

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business.

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Topics: Customer Experience, Customer Engagement

Failing Your Customers Can Help You Serve Them Better

Michael Hinshaw

by Michael Hinshaw on Apr 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

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Topics: Customer Experience, Voice of the Customer, Customer Experience Improvement

5 Mistakes to Avoid in your Voice of Customer Program

Sean McDade

by Sean McDade on Mar 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program?


1. Not getting executive buy-in:

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Topics: Customer Experience, Voice of the Customer

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