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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

3 Reasons Why Customer Experience Management Solutions Are So Powerful

George Jacob

by George Jacob on Mar 14, 2016

The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts.

Which brings me to my point: Some things can seem complicated.

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

How to Improve the Customer Experience: Closing the Loop on Feedback

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 15, 2016

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey.

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

3 Thoughts on Improving Online Banking Customer Experience

George Jacob

by George Jacob on Jan 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank.

Why am I here? I would think.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer, Banking Customer Experience

What Amazon Prime Day Can Teach You About Customer Experience

George Jacob

by George Jacob on Jul 17, 2015

On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service.

And a few things went wrong.

So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.

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

3 Reasons Why Customer Understanding Matters for Customer Centricity

George Jacob

by George Jacob on Jun 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.

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Topics: Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty, Customer Centricity

Customer Experience Best Practices: Change Management (2 of 2)

George Jacob

by George Jacob on Apr 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. If you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer.

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Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture

Customer Experience Best Practices: Change Management (1 of 2)

PeopleMetrics Alum

by PeopleMetrics Alum 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 of customer experience best practices 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.

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Topics: Customer Experience, Enterprise Feedback Management, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture

3 Moments That Can Make or Break a Banking Customer Experience

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 28, 2015

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure.

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Topics: Customer Experience, Customer Experience Management Software, Customer Experience Strategy, Customer Experience Management Solutions, Banking Customer Experience

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