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Uncovering Your Customers' Wows and Woes in 10 Steps

David Little

by David Little on Mar 1, 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

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

David Little

by David Little on Mar 1, 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

5 Steps on Setting Goals for Customer Experience Improvement

David Little

by David Little on Mar 1, 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

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

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

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

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