Sign In   |    215.979.8030   |   info@peoplemetrics.com

How to Leverage Employee Feedback on Your Customer Experience

George Jacob

by George Jacob on Jul 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints.

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement, 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

Why Customer Centricity is a Lot Like Painting by Number

George Jacob

by George Jacob on Jun 18, 2015

A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. “Can’t you focus on everything at once?” he asked, paraphrased. “Because that worked for us.”

To which I replied, “Maybe” (only in more words).

Then I stumbled on an analogy, which was edited down so mercilessly it became unintelligible.

But I'm going to write about it in full today, dear readers.

So, I ask you: When you were a child, did you ever paint by number?

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Centricity

How to Improve Customer Experience Strategy, One Step at a Time

George Jacob

by George Jacob on May 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do to ensure you achieve your overarching goals?

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

8 Questions to Ask Customer Experience Management Vendors

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 15, 2015

Over the years, we've talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new customer experience management vendors because their current solutions weren't delivering the value they needed.

So, if you need to find a new Voice of the Customer software and services provider, this post is for you. Here are eight questions to ask customer experience management vendors.

 
Read More

Topics: Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions

Customer Experience Best Practices: Change Management (2 of 2)

George Jacob

by George Jacob on Apr 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. If you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer.

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture

Customer Experience Best Practices: Change Management (1 of 2)

George Jacob

by George Jacob on Apr 1, 2015

Before you implement a Voice of the Customer solution, it's important to set yourself up for success. Organizational awareness and adoption of customer experience best practices are necessary for it to take hold.

Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture

How Customer Experience Depends on Listening and Responding to Customer Feedback

George Jacob

by George Jacob on Jan 20, 2015

I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn't seen in a while, and we were catching up.

He mentioned his recent wedding, and how a mutual colleague officiated. (We'll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular. One that's stuck with me.

Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty

Humanizing Business: What Do You Believe?

PeopleMetrics Alum

by PeopleMetrics Alum on Nov 27, 2013

In our prior post, we touched on the fact that as businesses become operationally efficient, they sometimes forget that at their core they are dependent upon humans – humans who make and buy what they sell. We outlined three common beliefs that humanized businesses share. These are:

  1. People matter.
  2. To listen is to understand.
  3. Business is personal.
 
Read More

Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions

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.