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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

Emotional Intelligence in Customer Experience Leadership

George Jacob

by George Jacob on Sep 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis, and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive.

And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

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Topics: Customer Experience, Customer Engagement, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, 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.

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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

How to Navigate Toward Customer Centricity

George Jacob

by George Jacob on Aug 25, 2015

Imagine an ocean scene.

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content.

And here comes your business, a lumbering cargo ship. With a bum steering wheel. And a broken compass. And a first mate who lied on his resume and has never been on a boat before.

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Topics: Customer Engagement, Customer Retention, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Loyalty, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 16, 2015

On your marks…

Let's start

The CX Feud!

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.)

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Topics: Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer Centricity

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

George Jacob

by George Jacob on May 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April.

That number might seem shocking at first glance, but in terms of employee engagement strategy, it’s not so bad.

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Topics: Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

The Best Customer Experience Strategies Are Invisible

George Jacob

by George Jacob on Apr 9, 2015

Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface.

In this post, we’ll talk about how that theory applies to customer experience. Let's dive in.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Feedback, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

How to Communicate Your Way to a Better Customer Experience

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 13, 2015

Are you on Slack? If not, chances are you will be soon. Slack is "a platform for team communication: everything in one place, instantly searchable, available wherever you go."  According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement

How to Set a Direction and Improve Customer Experience

George Jacob

by George Jacob on Mar 10, 2015

If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company.

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Topics: Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Employee Engagement

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