George Jacob | 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 ...

Reading time: 4 min
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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
PeopleMetrics Alum | 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 ...

Reading time: 8 min
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Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
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, ...

Reading time: 3 min
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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 | 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 ...

Reading time: 5 min
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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
George Jacob | Oct 1, 2015

A Trip to Staples: Why Employee Experience Matters to Customers

Here's a little story about how I walked out of a Staples for the last time.

Reading time: 4 min
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Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity, Customer Experience Improvement
George Jacob | Sep 1, 2015

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, ...

Reading time: 6 min
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Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
PeopleMetrics Alum | Jul 14, 2015

2015 Brand Ambassador Award Winners: Lessons in Customer Centricity

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through ...

Reading time: 4 min
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Customer Feedback Management, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Voice of the Customer, Customer Centricity
George Jacob | Jun 26, 2015

4 Customer Centricity Lessons From My Visit to Costco

It’s been an eventful couple of months on the personal front. My wife and I bought a house. (Gasp!) We moved into that house. (Double gasp!) We have mortgage ...

Reading time: 8 min
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Enterprise Feedback Management, Voice of the Prospect, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity
George Jacob | May 30, 2015

Customer Experience Best Practices: Empathy

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like ...

Reading time: 7 min
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Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty