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 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
Jill Phillips | Mar 28, 2017

5 Kinds of Facebook Content that Will Engage Your Customers

Today, content marketing is critical to your company’s success, and utilizing social media is currently one of the best marketing strategies out there. Nearly ...

Reading time: 8 min
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Customer Engagement, Voice of the Customer, Customer Centricity
PeopleMetrics Alum | Mar 22, 2017

Best Practices for Customer-Centric Decision Making

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our ...

Reading time: 6 min
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Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity
Jill Phillips | Mar 16, 2017

4 Effective Ways to Run Your Remote Customer Service Team

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power ...

Reading time: 7 min
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Employee Engagement, Customer Centricity
PeopleMetrics Alum | Mar 1, 2017

Four Steps to Quickly and Cost-Effectively Validate Customer Personas

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your ...

Reading time: 5 min
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Customer Retention, Voice of the Customer, Customer Centricity
PeopleMetrics Alum | Mar 1, 2017

An Introduction to Building Customer Understanding

  Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those ...

Reading time: 7 min
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Customer Experience, Customer Feedback, Voice of the Customer, Customer Centricity
PeopleMetrics Alum | Mar 1, 2017

Four Key Customer-Centric Disciplines for Growth Banks

Introduction In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like:

Reading time: 4 min
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Customer Loyalty, Customer Centricity, Banking Customer Experience