Posts about customer-experience-strategy

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PeopleMetrics | Aug 24, 2021

3-Step CX Strategy MID-YEAR Check-in for 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience ...

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Customer Experience, Customer Experience Strategy, PeopleMetrics LIVE
PeopleMetrics | Jun 28, 2021

Best Practices for Developing a Customer Experience (CX) Strategy

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives ...

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Customer Experience, Customer Experience Strategy, PeopleMetrics LIVE
PeopleMetrics | 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 ...

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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 | 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 ...

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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
PeopleMetrics | 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 ...

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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
PeopleMetrics | Apr 29, 2016

Not All Data is Important for Your Customer Experience Improvement

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something ...

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Customer Experience, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity, Customer Experience Improvement
PeopleMetrics | Apr 15, 2016

Customer Experience Best Practices: Thoughts on Mobile Design

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a ...

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Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement
PeopleMetrics | 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 ...

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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
PeopleMetrics | 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 ...

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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