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PeopleMetrics Alum

These posts were written by alumni of our company. Today, 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!

2015 Brand Ambassador Award Winners: Lessons in Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Jul 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers.

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Topics: Customer Feedback Management, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Voice of the Customer, Customer Centricity

6 Simple, Powerful Tools for B2B Sales Management

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 22, 2015

Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively?

Yeah, me too.

If you're anything like me, you're always looking for options that are easy to use, that simplify sales pipeline management, and that provide the most value to the prospect you're talking to.

So to help your search, here are six tools that have become must-haves in my sales process.

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Topics: Voice of the Prospect, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Sales Management Software, Customer Centricity

New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 16, 2015

On your marks…

Let's start

The CX Feud!

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.)

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Topics: Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer Centricity

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 28, 2015

"Evolve or Die"

This was the terrifyingly binary challenge Joe Sullivan, CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Bankers Association G.R.O.W.T.H conference organized by MoSA. Even with many moments of levity throughout the day, there was no escaping the seriousness of the challenges faced by those in attendance.

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Topics: Client Satisfaction Surveys, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, Banking Customer Experience

8 Questions to Ask Customer Experience Management Vendors

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 15, 2015

Over the years, we've talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new customer experience management vendors because their current solutions weren't delivering the value they needed.

So, if you need to find a new Voice of the Customer software and services provider, this post is for you. Here are eight questions to ask customer experience management vendors.

 
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Topics: Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions

How to Communicate Your Way to a Better Customer Experience

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 13, 2015

Are you on Slack? If not, chances are you will be soon. Slack is "a platform for team communication: everything in one place, instantly searchable, available wherever you go."  According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement

3 Moments That Can Make or Break a Banking Customer Experience

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 28, 2015

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure.

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Topics: Customer Experience, Customer Experience Management Software, Customer Experience Strategy, Customer Experience Management Solutions, Banking Customer Experience

What's Your Employee and Customer Experience Hallmark?

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 26, 2015

It's safe here. We have a net.

Perhaps it was because it was the beginning of the new millennium and everything was fresh and new. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a new house. Had our first child.

And so, of course, it was exactly the right time to look for a new and more challenging career.

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Topics: Customer Experience, Customer Engagement, Customer Experience Strategy, Customer Loyalty, Employee Engagement

Be Mine: Client Feedback, The Secret to Successfully Closing a Sale

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 11, 2015

"If you want to persuade, you must first connect."

This quote from Sonia Simone's excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we've been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales.  

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Topics: Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software

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