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 | 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
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Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience
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
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Customer Experience, Voice of the Customer, Customer Experience Improvement
David Rode | Jan 13, 2017

Don't forget to put the Service in your SaaS

 

Reading time: 6 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service
a Guest Author | Dec 9, 2016

Retailers, Listen Up: Quit Wasting Customers’ Time

   You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests ...

Reading time: 4 min
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Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement, Retail Customer Experience, Customer Experience Survey
PeopleMetrics Alum | Dec 2, 2016

Top 3 Ways for Field Service Companies to Improve Customer Experience

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of ...

Reading time: 7 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Field Service,
PeopleMetrics Alum | Aug 10, 2016

5 Insights from Our 2016 Study on Customer Experience for Banks

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently ...

Reading time: 3 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience
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
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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
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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement