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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

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,

5 Insights from Our 2016 Study on Customer Experience for Banks

Danny George

by Danny George on Aug 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience

How Many of Your Customers Have Suggestions for Improving Customer Experience?

George Jacob

by George Jacob on Jun 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Well, unless you’re after another pointless meeting or two. Or you really enjoy bullet-heavy, meandering PowerPoint decks. Or if you have a real hankering for reports to hide in your desk drawer.

I suppose if those are your reasons, then by all means, collect away.

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Topics: Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

Not All Data is Important for Your Customer Experience Improvement

George Jacob

by George Jacob on Apr 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this:

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Topics: Customer Experience, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity, Customer Experience Improvement

Customer Experience Best Practices: Thoughts on Mobile Design

George Jacob

by George Jacob on Apr 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence.

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Which is this: They’re irritating.

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Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement

3 Reasons Why Customer Experience Management Solutions Are So Powerful

George Jacob

by George Jacob on Mar 14, 2016

The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts.

Which brings me to my point: Some things can seem complicated.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

How to Improve the Customer Experience: Closing the Loop on Feedback

George Jacob

by George Jacob on Feb 15, 2016

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey.

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

3 Thoughts on Improving Online Banking Customer Experience

George Jacob

by George Jacob on Jan 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank.

Why am I here? I would think.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer, Banking Customer Experience

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