PeopleMetrics Alum | Mar 1, 2017

Four Key Customer-Centric Disciplines for Growth Banks

Introduction In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like:

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Customer Loyalty, Customer Centricity, Banking Customer Experience
David Rode | Jan 13, 2017

Don't forget to put the Service in your SaaS

 

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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service
PeopleMetrics Alum | Dec 2, 2016

Top 3 Ways for Field Service Companies to Improve Customer Experience

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of ...

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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Field Service,
PeopleMetrics Alum | Aug 10, 2016

5 Insights from Our 2016 Study on Customer Experience for Banks

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently ...

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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience
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, ...

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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 | Dec 7, 2015

Customer Experience Best Practices: How to Retrain Your Customers

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your ...

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Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity
George Jacob | Nov 3, 2015

How to Improve the Customer Experience: 3 Tech Questions

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, ...

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Customer Experience, Customer Retention, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Customer Experience Improvement
George Jacob | Oct 22, 2015

What's the Difference Between NPS and Customer Engagement?

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional ...

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Customer Experience, Customer Engagement, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty, Customer Experience Improvement
George Jacob | Oct 19, 2015

What's the Difference Between Customer Satisfaction & Customer Effort Score?

When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The ...

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Customer Experience, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Loyalty