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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

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

How to Turn Customers into Your Promoters

Lisa Michaels

by Lisa Michaels on Apr 10, 2017

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business.

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Topics: Customer Experience, Customer Engagement

5 Kinds of Facebook Content that Will Engage Your Customers

Jill Phillips

by Jill Phillips on Mar 28, 2017

Today, content marketing is critical to your company’s success, and utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty?


If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers happy, not only about marketing! This generation of consumers is pretty finicky, and they are quickly turned off by the type content that does nothing to engage them. What you should do instead is post interesting content that will activate their interest. Read on and find out how to do just that.

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

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 NPS and Customer Engagement?

George Jacob

by George Jacob on Oct 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience.

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

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Topics: Customer Experience, Customer Engagement, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty, Customer Experience Improvement

Emotional Intelligence in Customer Experience Leadership

George Jacob

by George Jacob on Sep 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis, and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive.

And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

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Topics: Customer Experience, Customer Engagement, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Employee Engagement, Customer Centricity, Customer Experience Improvement

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

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