Sign In   |    215.979.8030   |   info@peoplemetrics.com

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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

When Brand Promise Meets Customer Experience Improvement

by George Jacob on Mar 20, 2015

Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience.

So grab your boots. Let’s get started.


Read More

Topics: Customer Experience, Customer Retention, Customer Experience Strategy, Voice of the Customer, Customer Loyalty

How to Communicate Your Way to a Better Customer Experience

by Kate Feather on Mar 13, 2015

Are you on Slack? If not, chances are you will be soon. Slack is "a platform for team communication: everything in one place, instantly searchable, available wherever you go."  According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months.

Read More

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

3 Moments That Can Make or Break a Banking Customer Experience

by Kate Feather on Feb 28, 2015

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure.

Read More

Topics: Customer Experience, Customer Experience Management Software, Customer Experience Strategy, Customer Experience Management Solutions

What's Your Employee and Customer Experience Hallmark? [3 Places to Start]

by Kate Feather on Feb 26, 2015

It's safe here. We have a net.

Perhaps it was because it was the beginning of the new millennium and everything was fresh and new. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a new house. Had our first child.

And so, of course, it was exactly the right time to look for a new and more challenging career.

Read More

Topics: Customer Experience, Customer Engagement, Customer Experience Strategy, Customer Loyalty, Employee Engagement

Subscribe to the Blog

BLOG_MOCKUP

Sign up to learn how to improve customer experience, retain and attract customers, and develop customer-centric culture.

  Fill out this free customer experience assessment and get immediate feedback.