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

David Little

by David Little on Apr 19, 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

Making Sense of Customer Experience Metrics

David Little

by David Little on Apr 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents.

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

How to Turn Customers into Your Promoters

Lisa Michaels

by Lisa Michaels on Apr 10, 2017

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business.

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Topics: Customer Experience, Customer Engagement

Failing Your Customers Can Help You Serve Them Better

Michael Hinshaw

by Michael Hinshaw on Apr 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

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

5 Mistakes to Avoid in your Voice of Customer Program

Sean McDade

by Sean McDade on Mar 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program?


1. Not getting executive buy-in:

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Topics: Customer Experience, Voice of the Customer

Best Practices for Customer-Centric Decision Making

David Little

by David Little on Mar 22, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

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Topics: Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity

How to Define Your Priorities and Build a Plan for Customer Centricity

David Little

by David Little on Mar 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Banking Customer Experience, customer journey mapping

An Introduction to Building Customer Understanding

David Little

by David Little on Mar 1, 2017

 

Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.

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

Don't forget to put the Service in your SaaS

David Rode

by David Rode on Jan 13, 2017

 

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Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service

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