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
Read more ›
Customer Experience, Customer Experience Management Software
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
Read more ›
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
Read more ›
Customer Experience, Customer Centricity, Hospitality
PeopleMetrics Alum | Apr 19, 2017

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage ...

Reading time: 5 min
Read more ›
Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience
PeopleMetrics Alum | Apr 12, 2017

Making Sense of Customer Experience Metrics

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly ...

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Customer, Banking Customer Experience
Lisa Michaels | Apr 10, 2017

How to Turn Customers into Your Promoters

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the ...

Reading time: 7 min
Read more ›
Customer Experience, Customer Engagement
Michael Hinshaw | Apr 4, 2017

Failing Your Customers Can Help You Serve Them Better

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We ...

Reading time: 9 min
Read more ›
Customer Experience, Voice of the Customer, Customer Experience Improvement
Sean McDade | Mar 30, 2017

5 Mistakes to Avoid in your Voice of Customer Program

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in:

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Customer
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
Read more ›
Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity