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Beer: Your Recipe for Customer Engagement

Matt Muscella

by Matt Muscella on Nov 4, 2014

Scholars argue that the demand for beer brought forth the first farming techniques and, later, the first refrigeration systems. Over time, brewers found ways to streamline processes, make their beers consistent, and drive demand for their products.

But today, in response to what has become a big-name brewer marketplace, a new, highly-profitable niche is springing up: The world’s beer buffs are homebrewing, creating new contenders in the fight for customer love.

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Topics: Customer Engagement, Customer Service Satisfaction, Voice of the Customer, Social Media Feedback Management, Customer-Centric Culture

What a Supernatural TV Show Can Teach You About Online Customer Experience

Sara Gates

by Sara Gates on Oct 27, 2014

We’ve written about social media fails – remember Alton’s Comcast DisasterThe Barclays Kenya Twitter Fiasco? – but today, let’s talk about wins, and what you can learn from them.

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Topics: Customer Experience, Customer Engagement, Customer Experience Strategy, Social Media Feedback Management

Unbelievable Comcast Customer Service Call and What You Can Do About It

PeopleMetrics Alum

by PeopleMetrics Alum on Aug 14, 2014

Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management, Customer-Centric Culture

A Celebrity Did What to Comcast? The Power of Customer Feedback

PeopleMetrics Alum

by PeopleMetrics Alum on Aug 1, 2014

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.) 

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Topics: Customer Experience, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management

Disappointing Social Media Feedback Management: A Cautionary Twitter Tale

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “How to Amaze Banking Customers: A Simple Story”. This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed.

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Topics: Customer Experience, Customer Feedback Management, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management

Using Social Media to Build Customer Loyalty

PeopleMetrics Alum

by PeopleMetrics Alum on May 14, 2013

According to IBM’s Global CEO Study, one of the core issues CEOs around the world are faced with is the challenge of engaging customers as individuals. Harmut Jenner, CEO of Alfred Karcher, is quoted as saying, “You can copy products, but you cannot copy customer relationships!”

The study reveals that while CEOs are clearly aware of the disruptive power of social media (57% believe it will be one of the top two ways to engage customers within five years), they are still struggling to figure out how exactly it can be used to help them earn customer loyalty. The following are three examples of companies who are using social media to create a unique, loyalty-building experience.

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Topics: Customer Engagement, Customer Experience Strategy, Social Media Feedback Management, Customer Loyalty

What Social Media Means for your Voice of the Customer Strategy

PeopleMetrics Alum

by PeopleMetrics Alum on Sep 26, 2011

Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media feedback management gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.

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Topics: Customer Feedback, Voice of the Customer, Social Media Feedback Management

How the Mode of Interaction Impacts Customer Engagement

PeopleMetrics Alum

by PeopleMetrics Alum on Jan 10, 2011

Last December, many experts were calling 2010 the year of social media—and in many ways they were right. Facebook now has 500 million users, and Twitter signed on over 100 million users in 2010 alone. Nielsen has found that Americans spend a quarter of their time online at social media sites, a 43% increase since 2009. It’s no surprise, then, that marketers around the country are touting the importance of a social media presence in business, and praising customer engagement software for social media feedback management. Yet PeopleMetrics’ 2010 Most Engaged Customers (MEC) study reinforced the age-old idea that face-to-face interaction is best as far as customer service is concerned.

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Topics: Customer Experience Management Software, Customer Service Satisfaction, Customer Feedback, Social Media Feedback Management

Is Twitter a Useful Customer Engagement tool?

PeopleMetrics Alum

by PeopleMetrics Alum on Aug 10, 2009

If we tallied a vote for the most popular new social networking tool, I’m betting Twitter would take the prize. It seems that everyone from Elizabeth Taylor to John Cleese is tweeting these days. Elected officials and state and local agencies across the country are now tweeting, too. Twitter has even been credited with disseminating information from countries that were previously isolated, like Iran. Will Twitter soon become an essential part of doing businesses? And if so, how?

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Topics: Customer Engagement, Customer Service Satisfaction, Social Media Feedback Management

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