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These posts were written by alumni of our company. They helped us build our core suite of CEM software and services focused on measuring and managing the entire customer journey--from their time as a prospect through their lifetime as a customer. Contact us to learn more about how we can help you find actionable insights about your customer experience!

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

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

Best Practices for Customer-Centric Decision Making

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 22, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

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Topics: Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 7, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.

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

Should You Outsource Your Customer Feedback Program or Keep it In-House?

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program?

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

Four Steps to Quickly and Cost-Effectively Validate Customer Personas

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work?

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Topics: Customer Retention, Voice of the Customer, Customer Centricity

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