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Focus on One Thing at a Time in Customer Experience Strategy

by George Jacob on May 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do to ensure you achieve your overarching goals?

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

What Do Customers Secretly Say About Your Customer Experience?

by George Jacob on May 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback.

But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

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

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

by George Jacob on May 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April.

That number might seem shocking at first glance, but in terms of employee engagement strategy, it’s not so bad.

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

How to Improve Customer Experiences (Without Getting Egg on Your Face)

by George Jacob on May 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again.

George. Why are you writing about egg toss? 

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

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Topics: Customer Experience, Voice of the Prospect, Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Sales Performance Management, Customer Loyalty

Customer Experience Strategies: The Impact of Working Together

by George Jacob on Apr 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right.

But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

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Topics: Customer Experience, Voice of the Prospect, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software

3 Things Digital Marketing Professionals Need to Know about Customer Experience

by Guest Author on Apr 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale.

 

A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise above their competitors in the coming year.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions

The Best Customer Experience Strategies Are Invisible

by George Jacob on Apr 9, 2015

Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface.

In this post, we’ll talk about how that theory applies to customer experience. Let's dive in.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Feedback, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

Customer Experience Best Practices: Change Management (2 of 2)

by George Jacob on Apr 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. If you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer.

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Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer

Customer Experience Best Practices: Change Management (1 of 2)

by George Jacob on Apr 1, 2015

Before you implement a Voice of the Customer solution, it's important to set yourself up for success. Organizational awareness and adoption of customer experience best practices are necessary for it to take hold.

Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.

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Topics: Customer Experience, Enterprise Feedback Management, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture

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