Industries

Since our founding in 2000, PeopleMetrics has successfully partnered with clients in a variety of industries as we have found our engagement philosophy transcends sector. In addition, we have dedicated client teams with deep expertise in the following industry sectors:

• Cable & Telecommunications:  PeopleMetrics has deep experience partnering with leading Business-to-Business and Consumer Telecommunications providers to help them reduce churn, improve the customer experience and ultimately, increase market share. Every day, our Cable & Telecommunications clients use our Voice of the Customer (VoC) solution to minimize lost revenue, identify opportunities to expand accounts and recognize outstanding employees. We also focus on helping these companies create an engaged and productive workforce that delivers higher quality products/services and a superior customer experience. To learn more about PeopleMetrics Cable & Telecommunications practice, please contact us.
  
  
• Pharmaceutical & Biotechnology:  PeopleMetrics has a successful track record of helping Pharmaceutical & Biotechnology companies take the best actions to: (1) build competitive brands (ATUs), (2) improve Physician Engagement, and (3) engage their workforces. We have deep experience with Brand Tracking research (ATUs) across a wide variety of therapeutic categories with physicians in more than 30 countries. Our VoC Pharma solution continuously measures Customer Engagement and empowers sales reps and managers to improve their performance through reporting of results at an individual stakeholder level. We also have considerable Employee Engagement research experience with global Pharmaceutical & Biotechnology workforces. And we are experts at modeling the relationship between Employee Engagement, Physician Engagement and Business Outcomes (e.g., prescribing). To learn more about PeopleMetrics Pharmaceuticals & Biotechnology practice, please contact us.
  
  
• Services:  PeopleMetrics has a long history partnering with leading Service companies to help them manage the engagement of their customers, clients and employees. Our philosophy that engaged employees create great customer experiences which result in engaged customers and positive business outcomes is at the heart of what we do for our clients. We bring the Service-Profit-Chain to life through a combination of thought leadership, measurement, technology and analytics. We empower managers to understand and act on feedback. Our annual Most Engaged Customers Study is dedicated to understanding which Services companies are doing the best job creating the very best customer experiences and the most engaged customers. While the Services division is focused on helping companies create an exceptional service experience through customer facing employees, we have particular expertise in the following industry specialties:
  
  
  • Financial Services:  Our expertise in the Financial Services space is deep and wide. We have partnered with firms in insurance, retail banking, and investment banking to engage their workforces, create great customer experiences and build a loyal customer base. We have experience designing and managing complex, global Voice of the Employee (VoE) and Voice of the Customer (VoC) programs with some of the world's largest Financial Services organizations. Our long history of working with Financial Services firms has resulted in robust industry benchmarks.
    
    
  • Luxury:  PeopleMetrics philosophy of engaged employees delivering great customer experiences is pivotal to the success of luxury brands.  We work with some of world's best luxury providers (see client list) to help them engage their customers and employees.  Based on our Most Engaged Customers Study, we construct an annual Customer Engagement Index for the Luxury sector. This benchmark sets the standard for customer experiences delivered by high-end brands. 
    
    
  • Professional Services:  Being a Professional Services company ourselves, we are passionate about helping firms like ours generate superior results by building the engagement levels of employees and their clients. We know that Employee and Client Engagement are the building blocks for the long-term success of any Professional Services company. In particular, PeopleMetrics has deep expertise in designing and managing Voice of the Customer (VoC) programs for Professional Services firms. These CEM programs enable partners to view, own and act on feedback from their clients. Our proven approach and easy-to-use tools make it easy for Professional Services companies to begin acting on client feedback to save vulnerable clients, sell additional services, and recognize outstanding talent. And we typically integrate our Voice of the Employee (VoE) solution as well so our Professional Services clients can gauge the impact of Employee Engagement on Client Engagement and take the necessary actions to improve the work environment that makes such a difference to organizational success.
    
    
  • Restaurant, Retail and Hospitality:  Since its inception, PeopleMetrics has helped Hospitality companies measure the guest experience and enable their managers to immediately act on customer feedback. Our Hospitality clients rely on our Voice of the Customer (VoC) solution to quickly respond to customer problems, as well as recognize and reward outstanding employees who delight customers. More recently, we have begun to partner with companies in the Restaurant and Retail space that put an exceptional customer experience at the center of their brand promise. In many cases, we also help our clients to measure and manage the engagement levels of their staff and then link these findings with guest engagement results and other Key Performance Indicators.
    
    

To learn more about PeopleMetrics industry expertise, please contact us