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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

A History of Brand and Customer Experience (Part 1 of 2)

by George Jacob on Oct 31, 2014

A few of us at PeopleMetrics were talking the other day about customer experience. (Like we do.) And we meandered our way to an interesting question:

What is the difference between brand and customer experience?

Any confusion between the two is understandable: they are intertwined and generally defined by perception. But where does one end, and where does the other begin?

 

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Topics: Customer Experience, Business Strategy, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Experience Culture Navigator

A Christmas (Customer Experience) Story

by Nicole Thomas on Oct 29, 2014

Seasonal Bliss

What’s that I smell… chestnuts roasting by an open fire?! The most wonderful time of the year is almost upon us.

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Topics: Customer Experience, Retaining Customers, Customer Service

What a Supernatural TV Show Can Teach You About Online Customer Experience

by Sara Gates on Oct 27, 2014

We’ve written about social media fails – remember Alton’s Comcast DisasterThe Barclays Kenya Twitter Fiasco? – but today, let’s talk about wins, and what you can learn from them.

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Topics: Customer Experience, Customer Experience Strategy, Social Media

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

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