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How to Start Collecting Customer Data

by Kate Feather on Dec 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals.

You have the green light to start to ask customers for feedback!

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Topics: Customer Experience, Methodology, Customer Feedback, Customer Experience Strategy, Voice of the Customer

What Video Games Can Teach You About Customer Experience

by George Jacob on Dec 9, 2014

Okay, for the impatient, here’s the answer: Flow and Design.

Great. That was easy.

Still here?

Alright then. Let’s dig in.

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Topics: Customer Experience, Closed Loop Feedback, Retaining Customers, Customer Experience Strategy, Voice of the Customer, Happier Customers

Four Cool Ways to Cement Customer Trust

by Kate Feather on Dec 5, 2014

"Trust is the glue of life... it's the foundational principle that holds all relationships."  

- Steven Covey

 

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Topics: Customer Experience, Voice of the Prospect, Engaged Customers, Customer Experience Strategy, Voice of the Customer

The Future of Brand and Customer Experience (Part 2 of 2)

by George Jacob on Nov 20, 2014

This is the second installment of a two-part series. The first installment, A History of Brand and Customer Experience (Part 1 of 2), can be found here. Last time, we explored the history of brand and customer experience. And we established our opinion that it's in your best interest to consider them the same thing.

 

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Topics: Customer Experience, Voice of the Prospect, Brand, Close More Leads

How to Create a CX Moat: Lessons from the Spotify and Uber Partnership

by Kate Feather on Nov 18, 2014

Disruption and change is everywhere.

A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or more engaging experiences.

Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland of the Obsolete. Instead, they read their raving reviews, count their star ratings, fuel their buzz, watch their numbers grow. And they feel invincible.  

But then again, the mighty tumble.

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Topics: Customer Experience, Customer Experience Strategy, Make Customers Happier

The Mechanics of Customer Experience (and Three Lessons)

by George Jacob on Nov 13, 2014

Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER.

My apologies, to both you and my shift key.

I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer.

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Topics: Customer Experience, Retaining Customers, Customer Service, Customer Experience Strategy, Voice of the Customer

How Your Culture Can Improve the Customer Experience

by Becca Johnson on Nov 12, 2014

“You cannot unify everyone’s thoughts, but you can unify everyone through a common goal.” – Jack Ma

Culture defines who we are and what we value. It is what we base our decisions and viewpoints on, yet it is so hard to pinpoint and describe.

 

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Topics: Customer Experience, Customer Experience Strategy, Cx Culture Navigator, Customer-Centric Culture

Two Ways to Measure and Leverage Data for Amazing Customer Experiences

by Becca Johnson on Nov 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Knowing where to look to find these insights and how to communicate findings in a clear way will not only gain support internally, but will also place the customer at the center of your company’s culture.

 

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Topics: Customer Experience, Customer Feedback, Customer Experience Strategy, Voice of the Customer

Constructing the Mobile-Friendly Customer Feedback Survey: A Guide

by Jen Fennelly on Nov 3, 2014

In today’s world, where the average person actively uses their mobile device 3.3 hours a day, it is crucial to keep pace with how your customers are communicating. In a previous post, we discussed how device-ready customer feedback surveys can benefit your customer experience. Now we’ll go into the finer details of how to construct a flexible survey.

Here’s what you want to consider when designing a mobile-friendly survey:

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Topics: Customer Experience, Customer Feedback, Voice of the Customer

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