PeopleMetrics Alum | Jul 27, 2016

How to Balance Intuition in Customer Experience Management and Sales

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate ...

Reading time: 4 min
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Sales Pipeline Management, Customer Experience Management Solutions, Sales Management Software, Sales Forecasting Methods
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
PeopleMetrics Alum | Mar 22, 2016

An Inside Look at the Customer Experience Strategy of Mercedes-Benz

Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at ...

Reading time: 8 min
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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
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 | 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 | Nov 13, 2015

REI and Balancing Sales and Customer Experience Improvement

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep ...

Reading time: 4 min
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Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement
George Jacob | Aug 27, 2015

How to Simplify B2B Customer Experience Improvement

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance ...

Reading time: 4 min
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Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Feedback, Voice of the Customer, Customer-Centric Culture, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement
George Jacob | Aug 25, 2015

How to Navigate Toward Customer Centricity

Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here ...

Reading time: 5 min
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Customer Engagement, Customer Retention, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Loyalty, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement