David Rode | Dec 12, 2017

CEMs vs. CRMs (And Why You Need Both)

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”

Reading time: 6 min
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Customer Experience, Customer Experience Management Software
Audrey Squaresky | Dec 5, 2017

Are You There, Company? It's Me, Your Customer.

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response ...

Reading time: 9 min
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Customer Feedback, Voice of the Customer
Pooya Pourak | Nov 29, 2017

My Pleasant Pomegranate Purchasing Experience

Let me begin by saying that I am one of the biggest pomegranate promoters there is, but this article is not about the innumerous health benefits and my love ...

Reading time: 4 min
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Customer Experience, Customer Feedback
David Rode | Nov 2, 2017

Caught in the Act of Creating a Phenomenal Experience

If you have the great fortune to work or live around the bustling Logan Square neighborhood of Philadelphia, then it’s likely that you have been offered an ...

Reading time: 7 min
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Customer Experience, Customer Centricity, Hospitality
Pooya Pourak | Oct 25, 2017

12 Reasons to Invest More in Customer Experience

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold ...

Reading time: 8 min
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Voice of the Customer, Customer Centricity, ROI
PeopleMetrics Alum | May 19, 2017

Uncovering Your Customers' Wows and Woes in 10 Steps

  Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer ...

Reading time: 7 min
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Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping
PeopleMetrics Alum | May 10, 2017

5 Steps on Setting Goals for Customer Experience Improvement

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for ...

Reading time: 6 min
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Customer Engagement, Voice of the Customer, Customer Centricity, Customer Experience Improvement
PeopleMetrics Alum | May 4, 2017

The Basics of Customer Journey Mapping

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their ...

Reading time: 7 min
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Customer Feedback, Banking Customer Experience, customer journey mapping
Lisa Michaels | Apr 25, 2017

How to Keep Your Customers' Data Secure

Cybersecurity and data protection are becoming areas of focus due to the rise in high-profile data hacks. Besides the loss of stakeholder value, a data breach ...

Reading time: 6 min
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