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 22, 2017

Best Practices for Customer-Centric Decision Making

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our ...

Reading time: 6 min
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Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity
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

Four Steps to Quickly and Cost-Effectively Validate Customer Personas

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your ...

Reading time: 5 min
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Customer Retention, 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
David Rode | Jan 13, 2017

Don't forget to put the Service in your SaaS

 

Reading time: 6 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service
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
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 ...

Reading time: 7 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Field Service,