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Uncovering Your Customers' Wows and Woes in 10 Steps

PeopleMetrics Alum

by PeopleMetrics Alum on May 19, 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

Best Practices for Customer-Centric Decision Making

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 22, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

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

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

Four Steps to Quickly and Cost-Effectively Validate Customer Personas

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work?

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Topics: Customer Retention, 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

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,

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