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How to Best Use Customer Feedback: 3 Ways to Act on Big Data

by George Jacob on Jan 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is... well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position.

But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. Here are three best practices to help you turn big data into action.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Strategy, Customer Experience Improvement

3 Thoughts on Improving Online Banking Customer Experience

by George Jacob on Jan 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank.

Why am I here? I would think.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer

Choose a Measurement to Improve Customer Experience

by George Jacob on Jan 6, 2016

It’s a new year, a time when many start to consider future goals. Time to lose weight. Ditch cable TV. Meditate.

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Topics: Customer Experience, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement

Our Top Ten Customer Experience Blogs of 2015

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

REI and Balancing Sales and Customer Experience Improvement

by George Jacob on Nov 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

How to Improve the Customer Experience: 3 Tech Questions

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's the Difference Between NPS and Customer Engagement?

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

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

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

Emotional Intelligence in Customer Experience Leadership

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

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