Posts written by George Jacob

George is a Marketing Manager at PeopleMetrics. When he's not at work, he motors around in his Mini Cooper and tries not to bother his wife and son (too much) with compulsive pastimes.

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
All categories

George Jacob | Jun 16, 2016

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

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 ...

Reading time: 6 min
Read more ›
Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience
George Jacob | May 12, 2016

Is the Golden Rule Part of Your Customer Experience Strategy?

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The ...

Reading time: 4 min
Read more ›
Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
George Jacob | Apr 15, 2016

Customer Experience Best Practices: Thoughts on Mobile Design

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 ...

Reading time: 5 min
Read more ›
Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement
George Jacob | Mar 14, 2016

3 Reasons Why Customer Experience Management Solutions Are So Powerful

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 ...

Reading time: 4 min
Read more ›
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
George Jacob | Jan 28, 2016

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is... well, big. And when you're facing something big, ...

Reading time: 5 min
Read more ›
Customer Experience, Customer Feedback Management, Customer Experience Strategy, Customer Experience Improvement
George Jacob | Jan 13, 2016

3 Thoughts on Improving Online Banking Customer Experience

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 ...

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer, Banking Customer Experience
George Jacob | Jan 6, 2016

Choose a Measurement to Improve Customer Experience

It’s a new year, a time when many start to consider future goals. Time to lose weight. Ditch cable TV. Meditate.

Reading time: 2 min
Read more ›
Customer Experience, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement
George Jacob | Dec 18, 2015

Our Top Ten Customer Experience Blogs of 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, ...

Reading time: 3 min
Read more ›
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
George Jacob | Dec 7, 2015

Customer Experience Best Practices: How to Retrain Your Customers

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 ...

Reading time: 5 min
Read more ›
Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity