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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

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 Steps on Setting Goals for Customer Experience Improvement

David Little

by David Little on Mar 1, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat:

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

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

Retailers, Listen Up: Quit Wasting Customers’ Time

a Guest Author

by a Guest Author on Dec 9, 2016

 

 You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

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Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement, Retail Customer Experience, Customer Experience Survey

Top 3 Ways for Field Service Companies to Improve Customer Experience

Chris White

by Chris White on Dec 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Field Service,

5 Insights from Our 2016 Study on Customer Experience for Banks

Danny George

by Danny George on Aug 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience

How Many of Your Customers Have Suggestions for Improving Customer Experience?

George Jacob

by George Jacob on Jun 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Well, unless you’re after another pointless meeting or two. Or you really enjoy bullet-heavy, meandering PowerPoint decks. Or if you have a real hankering for reports to hide in your desk drawer.

I suppose if those are your reasons, then by all means, collect away.

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Topics: Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

Is the Golden Rule Part of Your Customer Experience Strategy?

George Jacob

by George Jacob on May 12, 2016

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post, in which servers leave grammatically inept insults like “im a plad a------” on receipts.

Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

Sometimes customer experience strategy can be simple. Sometimes it’s as easy as being nice.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

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