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Four Key Customer-Centric Disciplines for Growth Banks

David Little

by David Little on Mar 1, 2017

Introduction

In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like:

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Topics: Customer Loyalty, 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

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

Our Top Ten Customer Experience Blogs of 2015

George Jacob

by George Jacob on Dec 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

Customer Experience Best Practices: How to Retrain Your Customers

George Jacob

by George Jacob on Dec 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers.

The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

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Topics: Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity

How to Improve the Customer Experience: 3 Tech Questions

George Jacob

by George Jacob on Nov 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies.

If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising. They offer simple ease, cutting-edge modernity, and under-budget overhead!

But such redundant benefits can only be realized if the tech is incorporated thoughtfully. Because if it isn't, then the tech can also result in high levels of frustration.

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Topics: Customer Experience, Customer Retention, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Customer Experience Improvement

What's the Difference Between NPS and Customer Engagement?

George Jacob

by George Jacob on Oct 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience.

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

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

What's the Difference Between Customer Satisfaction & Customer Effort Score?

George Jacob

by George Jacob on Oct 19, 2015

When we work with future clients, we often get a lot of questions about customer experience metrics.

But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on.

Let me be straightforward: there isn't one.

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Topics: Customer Experience, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty

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