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
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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 | Oct 19, 2015

What's the Difference Between Customer Satisfaction & Customer Effort Score?

When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The ...

Reading time: 5 min
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Customer Experience, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty
George Jacob | Jun 12, 2015

3 Reasons Why Customer Understanding Matters for Customer Centricity

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might ...

Reading time: 6 min
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Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty, Customer Centricity
PeopleMetrics Alum | Apr 28, 2015

How to Evolve Banking Customer Experiences for Survival

"Evolve or Die" This was the terrifyingly binary challenge Joe Sullivan, CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. ...

Reading time: 10 min
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Client Satisfaction Surveys, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, Banking Customer Experience
Jen Fennelly | Oct 30, 2014

An Argument for Mobile-Friendly Customer Experience Surveys

Are you stuck in the past, offering only mobile-incompatible surveys? Here’s why offering a mobile survey will improve your customer feedback experience.

Reading time: 4 min
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Client Satisfaction Surveys, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer
George Jacob | Oct 16, 2014

How to Win a Customer Experience Award

PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding ...

Reading time: 3 min
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Customer Experience, Client Satisfaction Surveys, Customer Experience Strategy, Customer Experience Management Solutions
PeopleMetrics Alum | Oct 7, 2013

Six “Zerbsisms” For Voice of the Customer Success

Dawn Zerbs’ official title at UMB Bank is SVP, Customer Experience Strategist. Unofficially, however, she is an evangelist, advocate, persuader, experimenter, ...

Reading time: 5 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Client Satisfaction Surveys, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions
PeopleMetrics Alum | Sep 27, 2013

Are Cable and Satellite TV Providers Changing Their Poor Customer Experience Image?

Cable and satellite providers have traditionally struggled to engage customers compared to industries like retail, casual dining, and hospitality. In the ...

Reading time: 3 min
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Client Satisfaction Surveys, Customer Experience Management Solutions
PeopleMetrics Alum | Aug 13, 2013

Could You Compete Against a Customer Experience Giant?

What if tomorrow you woke up and found out that you suddenly had to compete against a customer experience giant – the likes of Southwest, Apple, or the Ritz ...

Reading time: 5 min
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Customer Experience, Client Satisfaction Surveys, Customer Experience Strategy, Voice of the Customer