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    Retailers, Listen Up: Quit Wasting Customers’ Time

    a Guest Author

    by a Guest Author on Dec 9, 2016

     

     You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

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    Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement, Retail Customer Experience, Customer Experience Survey

    Top 3 Ways for Field Service Companies to Improve Customer Experience

    Chris White

    by Chris White on Dec 2, 2016

    Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX.

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    Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Field Service,

    5 Insights from Our 2016 Study on Customer Experience for Banks

    Danny George

    by Danny George on Aug 10, 2016

    We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

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    Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience

    How to Balance Intuition in Customer Experience Management and Sales

    George Jacob

    by George Jacob on Jul 27, 2016

    If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you.

    Far away from the customer, it becomes easy to buy into intuition and personal perspective. After all, our own intuition is valuable. It’s led to our respective cubicles, conference rooms, and corner offices.

    But it’s a mistake to rely solely on your own point of view.

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    Topics: Sales Pipeline Management, Customer Experience Management Solutions, Sales Management Software, Sales Forecasting Methods

    How Many of Your Customers Have Suggestions for Improving Customer Experience?

    George Jacob

    by George Jacob on Jun 16, 2016

    As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

    Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

    Well, unless you’re after another pointless meeting or two. Or you really enjoy bullet-heavy, meandering PowerPoint decks. Or if you have a real hankering for reports to hide in your desk drawer.

    I suppose if those are your reasons, then by all means, collect away.

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    Topics: Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

    Is the Golden Rule Part of Your Customer Experience Strategy?

    George Jacob

    by George Jacob on May 12, 2016

    Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post, in which servers leave grammatically inept insults like “im a plad a------” on receipts.

    Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

    Sometimes customer experience strategy can be simple. Sometimes it’s as easy as being nice.

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    Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

    Not All Data is Important for Your Customer Experience Improvement

    George Jacob

    by George Jacob on Apr 29, 2016

    In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this:

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    Topics: Customer Experience, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity, Customer Experience Improvement

    Customer Experience Best Practices: Thoughts on Mobile Design

    George Jacob

    by George Jacob on Apr 15, 2016

    My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence.

    In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

    Which is this: They’re irritating.

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    Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement

    An Inside Look at the Customer Experience Strategy of Mercedes-Benz

    George Jacob

    by George Jacob on Mar 22, 2016

    Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered.

    And here’s what resulted from the exchange.

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    Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

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