PeopleMetrics Alum | May 19, 2017

Uncovering Your Customers' Wows and Woes in 10 Steps

  Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer ...

Reading time: 7 min
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Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping
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
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
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
PeopleMetrics Alum | 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 ...

Reading time: 4 min
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Customer Experience, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity, Customer Experience Improvement
George Jacob | 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 ...

Reading time: 5 min
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Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, 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 | Jan 28, 2016

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is... well, big. And when you're facing something big, ...

Reading time: 5 min
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Customer Experience, Customer Feedback Management, Customer Experience Strategy, Customer Experience Improvement