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How to Improve the Customer Experience: 3 Tech Questions

George Jacob

by George Jacob on Nov 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies.

If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising. They offer simple ease, cutting-edge modernity, and under-budget overhead!

But such redundant benefits can only be realized if the tech is incorporated thoughtfully. Because if it isn't, then the tech can also result in high levels of frustration.

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Topics: Customer Experience, Customer Retention, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Customer Experience Improvement

What Ants Can Show You About Employee Engagement & Customer Centricity

George Jacob

by George Jacob on Oct 14, 2015

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants.

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Topics: Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity

A Trip to Staples: Why Employee Experience Matters to Customers

George Jacob

by George Jacob on Oct 1, 2015

Here's a little story about how I walked out of a Staples for the last time.

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Topics: Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity, Customer Experience Improvement

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

George Jacob

by George Jacob on Sep 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too.

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Topics: Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity

How to Simplify B2B Customer Experience Improvement

George Jacob

by George Jacob on Aug 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. 

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Feedback, Voice of the Customer, Customer-Centric Culture, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

How to Navigate Toward Customer Centricity

George Jacob

by George Jacob on Aug 25, 2015

Imagine an ocean scene.

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content.

And here comes your business, a lumbering cargo ship. With a bum steering wheel. And a broken compass. And a first mate who lied on his resume and has never been on a boat before.

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Topics: Customer Engagement, Customer Retention, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Loyalty, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

How to Leverage Employee Feedback on Your Customer Experience

George Jacob

by George Jacob on Jul 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints.

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Topics: Customer Experience, Enterprise Feedback Management, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement, Customer Centricity

4 Customer Centricity Lessons From My Visit to Costco

George Jacob

by George Jacob on Jun 26, 2015

It’s been an eventful couple of months on the personal front. My wife and I bought a house. (Gasp!) We moved into that house. (Double gasp!) We have mortgage payments. (Triple gasp!)

We even signed up as new Costco members. (Hyperventilation!)

Wait.

That last one wasn’t stressful at all.

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Topics: Enterprise Feedback Management, Voice of the Prospect, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, 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

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