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How Customer Trust Defines Customer Experience

by George Jacob on Oct 22, 2014

A few weeks ago, my brother-in-law asked for some advice about purchasing his first suit.

So I made him buy me lunch.

We talked about his budget, his tastes, his options. Then we walked around the mall, where I told him what I know about lapels and armholes and other such things.

Then I made him buy me beer.

Eventually, he demanded I stop wasting his money, so I found him a suit online. A few days after that, I took him to my tailor.

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Topics: Customer Experience, Engaged Customers, Customer Service, Customer Experience Strategy

How to Win a Customer Experience Award

by George Jacob on Oct 16, 2014

PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. Her story offers a great example of how you can create amazing customer experiences, and even win an award for the effort.

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Topics: Customer Experience, Customer Experience Leadership

Happy Customer Experience Day: A New Beginning

by George Jacob on Oct 7, 2014

Happy Customer Experience Day (CX Day)!

You are reducing pain points, making experiences effortless, and creating lasting, positive memories. Your efforts to improve customer experiences deserve recognition. We want to take a moment to thank our fantastic clients and everyone focused on improving customer experience around the world.

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Topics: Customer Experience, Customer Experience Strategy

Learn from the Best: Tips on Being Customer Centric

by Sara Gates on Aug 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

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Topics: Customer Experience

The Simple Secret to the Ultimate Customer Experiences

by Sara Gates on Aug 18, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

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Topics: Customer Experience

Unbelievable Comcast Customer Call and What You Can Do About It

by Xand Griffin on Aug 14, 2014

Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral.

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Topics: Customer Experience

5 Tips to Being a Customer Experience Rock Star

by Sara Gates on Aug 11, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

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Topics: Customer Experience

TD Bank Made Me Cry and Reached Millions of Customers

by Xand Griffin on Aug 6, 2014

TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple, so I’m interested, and I click the link.

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Topics: Customer Experience

Lessons You Can Learn (For Free) From Your Employees

by Xand Griffin on Aug 4, 2014

It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience.

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Topics: Customer Experience

A Celebrity Did What to Comcast? The Power of Customer Feedback

by Alayna Avery on Aug 1, 2014

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.) 

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Topics: Customer Experience

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