Sign In   |    215.979.8030   |   info@peoplemetrics.com

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 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

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 Experience Strategy, Employee Engagement

Why Customer Experience is Better Than “Brand”

by George Jacob on Feb 20, 2015

I’ve written about the relationship between customer experience and brand before, but I think it’s an important topic to think about. Especially in our space.

So let’s go over three reasons why I think it's better to focus on customer experience than brand.

Read More

Topics: Customer Experience, Customer Feedback Management, Customer Experience Strategy, Customer-Centric Culture

Three Reasons You Need Feedback to Fix Your Customer Experience

by George Jacob on Feb 4, 2015

We’ve written about why we think customer experience is the future of branding, and we’ve given you tips for transforming your workplace into one with a customer-centric culture.

But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.

Read More

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

Stop Getting in the Way of Customer Experience [and a Free Assessment]

by George Jacob on Jan 29, 2015

I found a fun subreddit yesterday. It’s called Desire Path. It’s a collection of well-worn paths, typically made by people cutting corners or avoiding obstacles.

I’ve been laughing about the silent democracy of it all. And I’ve been thinking about how a simple path says a lot about good customer experience and design.

Read More

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

How Customer Experience Depends on Listening and Responding

by George Jacob on Jan 20, 2015

I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn't seen in a while, and we were catching up.

He mentioned his recent wedding, and how a mutual colleague officiated. (We'll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular. One that's stuck with me.

Read More

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

Customer-Centric Cultures Don’t Just Happen

by George Jacob on Jan 14, 2015

In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life.

Read More

Topics: Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture

Subscribe to the Blog

BLOG_MOCKUP

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