Sign In   |    215.979.8030   |   info@peoplemetrics.com

Is the Golden Rule Part of Your Customer Experience Strategy?

George Jacob

by George Jacob on May 12, 2016

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post, in which servers leave grammatically inept insults like “im a plad a------” on receipts.

Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

Sometimes customer experience strategy can be simple. Sometimes it’s as easy as being nice.

Read More

Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

An Inside Look at the Customer Experience Strategy of Mercedes-Benz

George Jacob

by George Jacob on Mar 22, 2016

Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered.

And here’s what resulted from the exchange.

Read More

Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

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.

Read More

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

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.

Read More

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

A Trip to Staples: Why Employee Experience Matters to Customers

George Jacob

by George Jacob on Oct 1, 2015

Here's a little story about how I walked out of a Staples for the last time.

Read More

Topics: Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity, Customer Experience Improvement

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

George Jacob

by George Jacob on Sep 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too.

Read More

Topics: Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity

2015 Brand Ambassador Award Winners: Lessons in Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Jul 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers.

Read More

Topics: Customer Feedback Management, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Voice of the Customer, Customer Centricity

4 Customer Centricity Lessons From My Visit to Costco

George Jacob

by George Jacob on Jun 26, 2015

It’s been an eventful couple of months on the personal front. My wife and I bought a house. (Gasp!) We moved into that house. (Double gasp!) We have mortgage payments. (Triple gasp!)

We even signed up as new Costco members. (Hyperventilation!)

Wait.

That last one wasn’t stressful at all.

Read More

Topics: Enterprise Feedback Management, Voice of the Prospect, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity

Customer Experience Best Practices: Empathy

George Jacob

by George Jacob on May 30, 2015

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support.

In customer experience management, those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

So, let’s take a few minutes to cover some customer experience best practices, so we can remember why that work matters.

Read More

Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty

Subscribe to the Blog Today!

BLOG_MOCKUP.png

Join more than 2,400 other subscribers learning about customer experience management, increasing customer retention, and improving the customer experience.

Here's What One of Our Subscribers Said:

"[The blog] gives me exactly what I was looking for and is relevant to my needs at the moment. It just makes sense."

  Fill out this free customer experience assessment and get immediate feedback.