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5 Necessities of an Effective Closed-Loop Customer Feedback Program

David Little

by David Little 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

Uncovering Your Customers' Wows and Woes in 10 Steps

David Little

by David Little on Mar 1, 2017

 

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found:

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Topics: Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping

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

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

Not All Data is Important for Your Customer Experience Improvement

George Jacob

by George Jacob on Apr 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this:

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

Customer Experience Best Practices: Thoughts on Mobile Design

George Jacob

by George Jacob on Apr 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence.

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Which is this: They’re irritating.

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

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

George Jacob

by George Jacob 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

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

George Jacob

by George Jacob on Jan 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is... well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position.

But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. Here are three best practices to help you turn big data into action.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Strategy, Customer Experience Improvement

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