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What Ants Can Show You About Employee Engagement & Customer Centricity

George Jacob

by George Jacob on Oct 14, 2015

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants.

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Topics: Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity

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.

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

Getting Employees to Care: Employee Engagement and Culture

George Jacob

by George Jacob on Mar 2, 2015

Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get your employees focused on customer experience improvement? How do you get them to care about company goals?

Before you bang your forehead on your antique mahogany desk, maybe you should ask yourself another question: "Why should your employees care?"

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

Lessons You Can Learn About Customer Experience (For Free) From Your Employees

PeopleMetrics Alum

by PeopleMetrics Alum on Aug 4, 2014

It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience.

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Topics: Customer Experience, Customer Feedback Management, Employee Satisfaction Surveys, Customer Feedback, Voice of the Customer, Voice of the Employee, Employee Engagement

Are You Listening in the Right Places and Getting Employee Feedback?

PeopleMetrics Alum

by PeopleMetrics Alum on Oct 24, 2013

Gathering and acting on customer feedback is foundational to customer-centric culture, and many companies today are beginning to execute on these tactics to create memorable, lasting experiences for their customers. But should they be concentrating on more?

 
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Topics: Enterprise Feedback Management, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Employee Engagement

Health Insurance Providers and Customer Experience in a New Age

PeopleMetrics Alum

by PeopleMetrics Alum on Sep 19, 2013

The world of health insurance is on the cusp of a revolution. While many are still surviving, even thriving, on old models of doing business, the best are making preparations for the constitution of tomorrow. As consumers take on more of a decision-making role regarding the healthcare they receive, providers are forced to shift attention away from employers toward the end customer. This will fundamentally change the way that health insurers view customers, flinging them into the “Age of the Customer," an age where customers control the conversation and word-of-mouth can make, or break, a brand.

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Topics: Customer Experience, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer Experience Management Solutions, Employee Engagement

Customer Experience Transformation Lesson: Involve the Backstage

PeopleMetrics Alum

by PeopleMetrics Alum on Sep 24, 2012

According to Pine and Gilmore, “Work is Theatre and Every Business a Stage” and to manage customer experiences we must manage the full production.

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Topics: Customer Feedback Management, Employee Satisfaction Surveys, Customer Feedback, Customer-Centric Culture, Employee Engagement

Five Signs That Your Employee Experience is Toxic

PeopleMetrics Alum

by PeopleMetrics Alum on Jul 24, 2012

In a podcast earlier this year Freakonomics Radio, hosted by economist and author Stephen J. Dubner, asked listeners for their thoughts on workplace morale. Software engineer, Damon Beaven, whose work has taken him inside a variety of different organizations, introduced Freakonomics to the “Dilbert Index.” “I look for the number of Dilbert comics,” says Beaven, “and that seems to be inversely proportional to the level of morale. A lot of Dilbert comics seem to be like a passive aggressive way of an employee complaining.”

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Topics: Employee Satisfaction Surveys, Voice of the Employee, Employee Engagement

Why Does Customer Engagement Matter?

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 12, 2012

In our Most Engaged Customers study we found that retailers who increased Customer Engagement by at least five points exhibited 56% cumulative share price appreciation. Without a doubt, Engaged customers have a credible impact on positive business results.

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Topics: Customer Experience, Customer Engagement, Employee Satisfaction Surveys, Customer Experience Strategy

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