‘Simple Sticker’ Idea: Transform Your Customer Experience Today

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At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown?” Most days, I cannot get the United Breaks Guitars song out of my…

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5 Signs You May Not Be As Customer-Centric As You Think You Are

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You know the familiar saying: “Culture eats strategy for lunch”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have…

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Does Your Company Pass the $20 Trust Test?

Does Your Company Pass the $20 Trust Test?

Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: 1) The firm conviction in the reliability of an organization’s services and 2) The belief that they have your best interests in mind If we get trust right there are great benefits to be realized including…

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