How to Get Started with Customer Experience Research Now
Customer experience research ensures your CX program stays up-to-date with your customers’ needs. Learn how to start a customer...
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Customer experience research ensures your CX program stays up-to-date with your customers’ needs. Learn how to start a customer...
I am thrilled to announce that PeopleMetrics has acquired The Melior Group. The Melior Group provides market research services,...
November 08, 2022
Creating experience in banking is constantly evolving. Stay up to date with competitors by exploring these seven promising CX...
If you want increased customer retention and happier customers, explore this guide to learn the five characteristics of a...
This introductory guide to customer journey mapping will give you everything you need to know to start driving serious CX...
May 12, 2022
Customer advisory boards (CABs) will help you gather invaluable feedback, increase customer loyalty, and give your business a...
March 25, 2022
Customer experience (CX) has quickly become a key differentiator of leading businesses. Learn all the essentials with our complete...
February 25, 2022
High-impact customers require a different experience than the masses. Yet, the CX industry largely has treated them the same as...
January 25, 2022
Customer satisfaction software helps businesses generate feedback and solve problems in real time. Learn how the right tools and...
January 18, 2022
I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR). This is our first...
No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program -...
Listen or Die author Sean McDade, PhD explains the differences between B2B and B2C Voice of the Customer (VoC) programs.
There are a lot of bad surveys out there. Here are 3 surefire ways to write a really bad one... so you know what to avoid when...
These 5 CX strategies provide the biggest impact or provide the most insight on driving CX excellence.
Why include video in your surveys? Capturing how your customers feel after their experience will yield insights that you could...
Pre-COVID-19, many VoC programs were mature and focused on higher order needs. Now your customers need to feel safe. Period. Full...
COVID-19 has no doubt changed something about your CX. Use this Building Phase checklist to reassess your current VoC program and...
There are so many benefits to collecting and managing recognize alerts. It provides a balance to recover alerts, a cost-effective...
Implement Root Cause Analysis (RCA) on each and every recover alert to reduce the chance of churn across all of your customers,...
Recover alerts are the core of any advanced VoC program. Let’s talk about the two primary strategies companies use to respond to...
VoC alerts allow companies to recover lost customers, recognize star employees and generate new leads. Taking action on alerts is...
Immediately following up & resolving customer issues is reason enough to invest in VoC. That's why many companies do it - and you...
2020 is here. Whether you're launching your very first CX program or evolving your existing one (or you're somewhere in between!),...
Is your bank growing through acquisitions? What’s the secret to a smooth transition? There’s not one secret, but three...
A great VoC program communicator has the same mindset as a marketing professional. At the onset of the program, communicate what...
If survey health is poor, nothing else you do with your VoC program will matter. Everything else — the touchpoints, the...
Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be...
No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience...
The best way to secure executive sponsorship for VoC is to demonstrate that improving the customer experience pays big returns...
Yes, you should tie compensation to your VoC program (it's the best way to get people to actually use it!), but be strategic about...
What good is AI if it isn't helping customers feel better about your brand? Forrester raised the point that even though our CX...
Listen or Die author Sean McDade, PhD reveals a new bonus lesson from Listen or Die on the 1 year anniversary of its launch.
Listen or Die author Sean McDade, PhD explains the benefits of Voice of the Customer (VoC), and explains how it differs from...
Listen or Die author Sean McDade, PhD explains the differences between Voice of the Customer (VoC) and Market Research; and some...
Listen or Die author Sean McDade, PhD explains the difference between customer experience (CX) and customer service (CS).
Listen or Die author Sean McDade, PhD explains different ways to measure recent customer experiences, and stresses the importance...
Listen or Die author Sean McDade, PhD reviews the basic principles of Net Promoter Score (NPS) and explains why, despite its...
Listen or Die author Sean McDade, PhD explains the differences between structured and unstructured customer feedback, and explores...
Listen or Die author Sean McDade, PhD explains the differences between solicited and unsolicited; verified and observed customer...
Listen or Die author Sean McDade, PhD shares the definition of Voice of the Customer (VoC), and explains the significant...
Listen or Die author Sean McDade, PhD explains the meaning of customer-centricity, and how organizations can leverage a Voice of...
I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold, will be available...
To comply with ISO 9001, businesses are required to run an annual customer satisfaction survey. The annual ISO survey is the ideal...
Accounting & Tax Services Providers: are you confident that your clients will stay? Our study shows that 40% of clients on the...
PeopleMetrics Founder & CEO Sean McDade explores how market researchers are leveraging Voice of Customer programs to quickly...
Do you know if your clients were satisfied with their tax season experience? Collect client feedback to help your CPA firm attract...
PeopleMetrics Founder & CEO Sean McDade reminds CX leaders that collecting feedback from customers is a touchpoint in and of...
PeopleMetrics Founder & CEO Sean McDade advises companies to expand possibilities for customer feedback across multiple channels...
PeopleMetrics Founder & CEO Sean McDade explains how to use internal benchmarking within your company to quickly enhance customer...
PeopleMetrics Founder & CEO Sean McDade explains why CX leaders need to focus solely on improving the customer experience, and...
By including customer and employee feedback in the acquisition due diligence process, astute investors can gain an intimate...
PeopleMetrics Founder & CEO Sean McDade explains why not measuring customer experience is as crazy as not having a finance...
How B2B SaaS companies can start leveraging regular NPS reporting & end-user feedback in five simple steps to guide development,...
PeopleMetrics Founder & CEO Sean McDade explains the importance of aligning Customer Experience (CX) with Marketing, and the risk...
The implications of making changes to what used to be an easy, frictionless customer experience.
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...
Sean McDade introduces CX Secrets, a video series featuring exclusive bonus materials from his book, Listen or Die!
Higher education institutions can leverage existing data systems & forward-thinking audit services to prepare for NIST 800-171...
Pharmaceutical companies are shifting toward customer centricity to better serve patients and improve customer experience.
How the principles of Customer Experience Management can be leveraged in the nonprofit sector.
Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right? Not quite.
You're running a successful VoC program. But do your customers know that you’re actually listening to them?
I am one of the biggest pomegranate promoters there is, let me tell you about my recent pomegranate purchasing customer experience.
If you live or work around Logan Square in Philadelphia, then it’s likely you've been offered a "Have a great day!" from the...
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?
Uncovering Your Customers' Wows and Woes in 10 Steps
5 Steps on Setting Goals for Customer Experience Improvement
Data security is one of the leading topics when it comes to retention of high dollar customers.
April 25, 2017
Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
Engaging with customers has changed over time, here are some ways to make your customers feel valued and provide a better...
Nobody wants to fail. But the hard truth is that failure is a fact of life. But, Failing Your Customers Can Help You Serve Them...
When creating a VOC program for the first time you will want to avoid these tempting mistakes.
Using social media with your customers is more prevalent now than ever, learn how these companies engage with their customers...
Best Practices for Customer-Centric Decision Making
How to manage remote employees is becoming more common but it is not the easiest task. You will learn how to manage your team and...
5 Necessities of an Effective Closed-Loop Customer Feedback Program
Should You Outsource Your Customer Feedback Program or Keep it In-House?
Four Steps to Quickly and Cost-Effectively Validate Customer Personas
An Introduction to Building Customer Understanding
Four Key Customer-Centric Disciplines for Growth Banks
How to Define Your Priorities and Build a Plan for Customer Centricity
How to Prepare Your Bank for Ongoing Customer Feedback and Action
"Service" is an important part of SaaS... we dig into the why.
Do companies really care about what their customers have to say? To get an answer, PM Guest Author Martha Brooke at Interaction...
Our research into field service customer experiences
Our research into banking customer experiences
Customer and prospect feedback can bring objectivity in customer experience management, as well as new opportunities for sales...
If you're collecting customer feedback without acting on it, then consider Voice of the Customer software in your customer...
Let's talk simple customer experience strategy in light of insults delivered via receipt. The Golden Rule will always be a...
Just a reminder to focus on actionable insights in your customer experience improvement. Improving customer experience is about...
In this post, we're taking a look at some customer experience best practices and customer experience strategies in mobile design.
A Q&A with Joseph Michelli, whose recent book covers the customer centricity and ongoing customer experience strategy at...
If you feel stuck in analysis paralysis, or your progress has stalled, maybe it's time to look into a customer experience...
If you want to know how to improve the customer experience but feel stuck, focus on closing the loop on customer feedback.
Here are three thoughts on how to best use customer feedback and act on big data.
Here are three thoughts to consider when designing a strategy to improve your online banking customer experience.
This year, try picking an actionable customer experience improvement metric to gain traction on your customer experience strategy.
In this annual round-up, we're listing the top ten customer experience blog posts for the PeopleMetrics Customer Experience...
Learn how thinking about the prospect experience and the entire customer experience can help customer retention during times of...
Here are four data security tips to increase your Cyber Monday conversions and improve customer retention throughout the holiday...
How outdoor retailer REI's dirty laundry relates to the difficulties of improving customer experience and real customer centricity.
Here are three questions that can help you figure out how to improve the customer experience with technology.
Let's look at the difference between Net Promoter Score and customer engagement metrics, and when to use them to improve customer...
Let's look at customer satisfaction metrics and customer effort score, and suggestions for using each customer experience metric.
Recent research shows that a majority of ants are lazy. Find out what that can teach you about employee engagement and customer...
The employee experience impacts the customer experience. Learn what a trip to Staples taught me about employee engagement and...
Emotional intelligence can determine if your customer experience strategy gets off the ground and succeeds.
In light of news about Amazon's culture, let's look at building better cultures with leadership and employee engagement surveys.
B2B customer experience improvement doesn't have to be difficult. Learn how customer experience strategy can simplify the process.
Focusing on customer experience improvement and customer centricity can help you create long-term customer loyalty.
Learn about customer experience improvement and three customer experience best practices based on a summer job waiting tables.
Enterprise feedback management can be a valuable tool for your business. Learn how to leverage employee feedback on your customer...
Customer service satisfaction is key to the success of your business. Let's discuss the importance of going above and beyond to...
Our sales management software uses predictive sales analytics to help you gauge the likelihood of each deal closing. Improve the...
How a trip to Costco offers important lessons in customer centricity, value, and customer experience strategy.
Want sales management tools and software that are actually useful? Check out this list of 6 B2B sales experience all-stars.
If you want customer centricity, you'll need a strong customer experience strategy, a good team, a partner in enterprise feedback...
New research data from customer centricity and customer experience practitioners on best practices, challenges and trends.
Before you take off running with customer feedback management, get a grip on customer understanding and CX strategy.
Looking for customer experience best practices to help you improve Net Promoter Scores? Learn how empathy helps connect you with...
If you find designing a CX strategy to improve customer experience is too complex, try to limit your actions to one thing at a...
Even though you won't hear feedback from most of your customers. you can still influence what they tell others about your customer...
Do you want to learn how to improve customer experience? We believe the customer experience starts before the customer is actually...
Banks have to adapt to improve customer experience and survive. Here are questions to ask when building a customer experience...
When you want to create better customer experience strategies, building a customer-centric culture is crucial. Here are 4 ways to...
Here's a primer for digital marketing professionals with questions about customer experience and improving customer experience in...
Here are some questions to ask prospective partners when you're shopping for customer experience management vendors for your...
If your customer experience strategy and customer experience management is well conducted, hopefully your customers won't even...
Are you implementing Voice of the Customer software in your organization? Here are some of the best customer experience practices...
Consider these customer experience best practices centered on change management before rolling out Voice of the Customer software.
Wondering about investing in a customer experience consultant? Here are four signs that you should get with the customer...
A look at the ways that brand and customer experience line up, and the impact on designing a customer experience improvement...
Better internal communication can help you improve customer experience and employee engagement. Here are three suggestions to get...
To improve customer experience, you’ll need clearly defined goals and a smart strategy. Here are some tips to help customer...
Here are three ways that banks can make or break their customer experiences.
Customer Experience and Employee Experience hallmarks make a different to Employee Engagement and Net Promoter Scores.
If you find it difficult to act on your "brand," maybe it's time to focus on improving customer experience.
Customer feedback can be harsh. But if you want to improve customer experience, then you'll have to be prepared to hear the worst.
Prospects want to be heard, so improve your sales process. Learn how today.
Internal working relationships are a key part employee engagement and customer experience strategy that often gets forgotten.
When you ask for customer feedback, be prepared to respond appropriately. Here are 3 reasons why feedback is crucial to your...
Comcast changes a customer name to "A**hole" and sends him a bill. Everyone is "surprised" about the negative customer experience.
Sometimes, to improve customer experience, it's less about customer experience strategy and more about getting out of the way.
Customer-centricity is a priority for customer experience leaders in 2015. Learn the five essential disciplines of mastering...
A great customer experience strategy requires both a company and its customers to leave behind any baggage and enter a circle of...
Effective customer experience management solutions require ongoing improvements and commitment. Here is a five-step process for...
We're updating our Voice of the Customer software platform based on customer feedback.
Use this four-step guide to define success and create a clear customer experience strategy so you can see business results.
Bring your sales management into the new age by improving your prospect experience. Take a closer look at your sales strategy....
Not sure what customer data to collect or how to start? Here are a few things to consider as you evolve your customer experience...
Video games offer some lessons for designing customer experience strategies and improving customer engagement.
Here are 4 customer experience best practices that can help your customer-centric culture work for you.
LeadMetrics, our Voice of the Prospect solution, can help your sales performance management and your sales pipeline management.
We believe customer experience is the future of brand. So we created Voice of the Prospect to help your customer experience...
Spotify and Uber's new partnership is a great example of building a moat to keep your customer experience fresh and your...
Voice of the Customer can give you another avenue for improving performance reviews and engaging employees.
A trip to the mechanic turns into a lesson on customer experience strategy.
A strong customer experience strategy starts with a customer-centric culture.
How to combat the forces eroding your customer experience management and create a strong customer experience strategy.
To avoid data frustration and to re-enforce customer centricity, collect customer feedback and focus on singular, simple actions.
A homebrewer's perspective of Philly Homebrew Outlet's unique approach to customer engagement.
Here are some of the finer details of designing mobile-friendly customer feedback surveys.
A short history of brand reputation and customer experience, and how PeopleMetrics approaches customer experience strategy with...
Are your customer experience surveys mobile-friendly? Find out how having mobile-friendly customer experience surveys can help...
A poor customer experience with Teleflora leads to customer loyalty with a local flower shop.
Misha Collins from Supernatural is an example of how to use social media to improve customer experience.
Designing an informed and focused incentive program is a key part of a good customer experience strategy.
What a tailor can teach you about customer experience strategy and customer loyalty.
PeopleMetrics congratulates Michelle Morris of Crowe Horwath LLP for winning a Customer Experience Day 2014 Impact Award.
In time for Customer Experience Day, PeopleMetrics is launching a new website and thanking our clients for showing their love for...
Learn from your Brand Ambassadors about employee engagement and improving customer experience.
Want to provide an ultimate customer experience, improve customer retention, and improve your customer experience strategy?
What a disastrous Comcast call can teach you about customer service satisfaction and customer-centric culture.
Learn about customer experience strategy from a pro, and get 5 tips to providing an awesome customer experience.
TD Canada Trust emphasizes customer engagement and customer experience in a new viral video.
Talking with the 2014 Brand Ambassadors about what learn from your employees through employee satisfaction surveys, or just a...
How Comcast and Alton Brown got into a scuffle on Twitter, and customer experience strategy and social media feedback management...
Simple customer experience strategies can help you transform your customer-centric culture into a powerful customer loyalty tool.
Our CultureMetrics benchmarking study determined the five measurable dimensions of customer-centric cultures.
Find out how your customer experience strategy can build customer trust, and also if your company can pass the $20 Customer Trust...
Learn two ways to build customer trust and encourage a customer-centric culture with your customer experience strategy.
Good customer service is not akin to being customer-centric. In this post, we detail the differences, and show you how to start...
Do you want to learn more about social media feedback management? Here is an example of poor customer experience strategy and how...
While many banks are working on improving customer experience, some banks have it right. Here's a story about customer experience...
More ideas for customer experience professionals fighting to get executives to care about customer experience strategy.
Don't miss these three ideas CX professionals can adopt to try to gain executive attention on, and empathy for, the customer...
Bring your customer experience data to life to improve adoption of your customer experience strategy.
Successful Voice of the Customer software programs require efforts in coaching employees on the right actions.
Looking for a manager for your Voice of the Customer solution? Look for these 5 signs and boost your customer experience strategy.
How B2B telecommunications companies can survive cord-cutting by improving customer experience.
Text analytics has been through some ups and downs, but B2B and B2C companies can use it to optimize their customer experience.
Building a customer-centric company and a customer-centric culture takes vision, planning, determination, and teamwork, but the...
Here are suggestions to humanize your business, as you work to build customer-centric culture and manage the customer experience.
Customer feedback can actually create customer engagement. Learn how we found proof of ROI for Voice of the Customer software.
Humanizing business is an important customer experience strategy in a world of advanced technology.
Customer-centric companies are listening to customers, bot have they listened to the voice of the prospect?
You’re listening to your customers. But are including employee feedback in your customer experience strategy?
One of the most difficult parts of any customer experience strategy is setting and agreeing on a direction.