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 | 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
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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
PeopleMetrics Alum | Feb 15, 2016

How to Improve the Customer Experience: Closing the Loop on Feedback

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or ...

Reading time: 5 min
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Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, 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
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Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer, Banking Customer Experience
George Jacob | Jul 17, 2015

What Amazon Prime Day Can Teach You About Customer Experience

On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went ...

Reading time: 5 min
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Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity
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
George Jacob | Apr 3, 2015

Customer Experience Best Practices: Change Management (2 of 2)

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing ...

Reading time: 6 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture
PeopleMetrics Alum | Apr 1, 2015

Customer Experience Best Practices: Change Management (1 of 2)

Before you implement a Voice of the Customer solution, it's important to set yourself up for success. Organizational awareness and adoption of customer ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture
PeopleMetrics Alum | Feb 28, 2015

3 Moments That Can Make or Break a Banking Customer Experience

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. ...

Reading time: 10 min
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Customer Experience, Customer Experience Management Software, Customer Experience Strategy, Customer Experience Management Solutions, Banking Customer Experience