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The Basics of Customer Journey Mapping

PeopleMetrics Alum

by PeopleMetrics Alum on May 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data, with few disciplines improving over time.

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Topics: Customer Feedback, Banking Customer Experience, customer journey mapping

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics Alum

by PeopleMetrics Alum 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

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 7, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.

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

Should You Outsource Your Customer Feedback Program or Keep it In-House?

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program?

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

An Introduction to Building Customer Understanding

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

 

Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.

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

How to Define Your Priorities and Build a Plan for Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Banking Customer Experience, customer journey mapping

How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. Let's avoid such painful struggles by going over nine steps to maximize your chances of success.

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Topics: Customer Retention, Customer Feedback, Voice of the Customer, Customer Centricity, Banking Customer Experience

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

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