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Our Top Ten Customer Experience Blogs of 2015

George Jacob

by George Jacob on Dec 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

What's the Difference Between Customer Satisfaction & Customer Effort Score?

George Jacob

by George Jacob on Oct 19, 2015

When we work with future clients, we often get a lot of questions about customer experience metrics.

But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on.

Let me be straightforward: there isn't one.

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Topics: Customer Experience, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty

3 Reasons Why Customer Understanding Matters for Customer Centricity

George Jacob

by George Jacob on Jun 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.

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Topics: Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty, 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

An Argument for Mobile-Friendly Customer Experience Surveys

Jen Fennelly

by Jen Fennelly on Oct 30, 2014

Are you stuck in the past, offering only mobile-incompatible surveys?

Here’s why offering a mobile survey will improve your customer feedback experience.

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

How to Win a Customer Experience Award

George Jacob

by George Jacob on Oct 16, 2014

PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. Her story offers a great example of how you can create amazing customer experiences, and even win an award for the effort.

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Topics: Customer Experience, Client Satisfaction Surveys, Customer Experience Strategy, Customer Experience Management Solutions

Six “Zerbsisms” For Voice of the Customer Success

PeopleMetrics Alum

by PeopleMetrics Alum on Oct 7, 2013

Dawn Zerbs’ official title at UMB Bank is SVP, Customer Experience Strategist. Unofficially, however, she is an evangelist, advocate, persuader, experimenter, and a fearless leader in UMB’s quest to create the Unparalleled Customer Experience. Last week Dawn joined us for a webinar to share her six “Zerbsisms” on how to launch a successful Voice of the Customer program.

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

Are Cable and Satellite TV Providers Changing Their Poor Customer Experience Image?

PeopleMetrics Alum

by PeopleMetrics Alum on Sep 27, 2013

Cable and satellite providers have traditionally struggled to engage customers compared to industries like retail, casual dining, and hospitality. In the fourth year of our ongoing research on engaging customer experiences, the narrative isn’t too different. Once again this sector came in just about last (beating only health insurers), but the story is showing some signs of change.

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Topics: Client Satisfaction Surveys, Customer Experience Management Solutions

Could You Compete Against a Customer Experience Giant?

PeopleMetrics Alum

by PeopleMetrics Alum on Aug 13, 2013

What if tomorrow you woke up and found out that you suddenly had to compete against a customer experience giant – the likes of Southwest, Apple, or the Ritz Carlton. What if one of these well known and deeply loved brands swooped into your marketplace? Would your customers stay? Or would they happily test out the new entrant? Would they be delighted to have options instead of being forced to do business with you and your usual group of hardly differentiated competitors? Could you compete against a customer experience giant?

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Topics: Customer Experience, Client Satisfaction Surveys, Customer Experience Strategy, Voice of the Customer

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