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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

Our Top Ten Customer Experience Blogs of 2015

George Jacob

by George Jacob on Dec 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

Customer Experience Best Practices: How to Retrain Your Customers

George Jacob

by George Jacob on Dec 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers.

The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

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Topics: Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity

REI and Balancing Sales and Customer Experience Improvement

George Jacob

by George Jacob on Nov 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

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

How to Simplify B2B Customer Experience Improvement

George Jacob

by George Jacob on Aug 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. 

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Feedback, Voice of the Customer, Customer-Centric Culture, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

3 Sales Performance Management Benefits of Getting to "No" Quickly

George Jacob

by George Jacob on Jul 11, 2015

When you bring new B2B buyers into your customer experience, do you try to show some of them the door?

Here are three reasons why you should do just that.

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Topics: Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software

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.

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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

6 Simple, Powerful Tools for B2B Sales Management

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 22, 2015

Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively?

Yeah, me too.

If you're anything like me, you're always looking for options that are easy to use, that simplify sales pipeline management, and that provide the most value to the prospect you're talking to.

So to help your search, here are six tools that have become must-haves in my sales process.

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Topics: Voice of the Prospect, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Sales Management Software, Customer Centricity

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