Audrey Squaresky | Dec 5, 2017

Are You There, Company? It's Me, Your Customer.

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response ...

Reading time: 9 min
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Customer Feedback, Voice of the Customer
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
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Customer Experience, Customer Feedback
PeopleMetrics Alum | May 4, 2017

The Basics of Customer Journey Mapping

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their ...

Reading time: 7 min
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Customer Feedback, Banking Customer Experience, customer journey mapping
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
PeopleMetrics Alum | Mar 7, 2017

5 Necessities of an Effective Closed-Loop Customer Feedback Program

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing ...

Reading time: 7 min
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Customer Feedback Management, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics Alum | Mar 1, 2017

Should You Outsource Your Customer Feedback Program or Keep it In-House?

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback ...

Reading time: 3 min
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Customer Retention, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics Alum | Mar 1, 2017

An Introduction to Building Customer Understanding

  Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those ...

Reading time: 7 min
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Customer Experience, Customer Feedback, Voice of the Customer, Customer Centricity
PeopleMetrics Alum | Mar 1, 2017

How to Define Your Priorities and Build a Plan for Customer Centricity

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure ...

Reading time: 8 min
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Customer Experience, Customer Retention, Customer Feedback, Banking Customer Experience, customer journey mapping
PeopleMetrics Alum | Mar 1, 2017

How to Prepare Your Bank for Ongoing Customer Feedback and Action

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a ...

Reading time: 8 min
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Customer Retention, Customer Feedback, Voice of the Customer, Customer Centricity, Banking Customer Experience