George Jacob | Oct 14, 2015

What Ants Can Show You About Employee Engagement & Customer Centricity

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting ...

Reading time: 4 min
Read more ›
Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
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
Read more ›
Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
George Jacob | Mar 2, 2015

Getting Employees to Care: Employee Engagement and Culture

Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get your employees focused on ...

Reading time: 7 min
Read more ›
Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Experience Improvement
PeopleMetrics Alum | Aug 4, 2014

Lessons You Can Learn About Customer Experience (For Free) From Your Employees

It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one ...

Reading time: 5 min
Read more ›
Customer Experience, Customer Feedback Management, Employee Satisfaction Surveys, Customer Feedback, Voice of the Customer, Voice of the Employee, Employee Engagement
PeopleMetrics Alum | Oct 24, 2013

Are You Listening in the Right Places and Getting Employee Feedback?

Gathering and acting on customer feedback is foundational to customer-centric culture, and many companies today are beginning to execute on these tactics to ...

Reading time: 7 min
Read more ›
Enterprise Feedback Management, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Employee Engagement
PeopleMetrics Alum | Sep 19, 2013

Health Insurance Providers and Customer Experience in a New Age

The world of health insurance is on the cusp of a revolution. While many are still surviving, even thriving, on old models of doing business, the best are ...

Reading time: 7 min
Read more ›
Customer Experience, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer Experience Management Solutions, Employee Engagement
PeopleMetrics Alum | Sep 24, 2012

Customer Experience Transformation Lesson: Involve the Backstage

According to Pine and Gilmore, “Work is Theatre and Every Business a Stage” and to manage customer experiences we must manage the full production.

Reading time: 5 min
Read more ›
Customer Feedback Management, Employee Satisfaction Surveys, Customer Feedback, Customer-Centric Culture, Employee Engagement
PeopleMetrics Alum | Jul 24, 2012

Five Signs That Your Employee Experience is Toxic

In a podcast earlier this year Freakonomics Radio, hosted by economist and author Stephen J. Dubner, asked listeners for their thoughts on workplace morale. ...

Reading time: 3 min
Read more ›
Employee Satisfaction Surveys, Voice of the Employee, Employee Engagement
PeopleMetrics Alum | Jun 12, 2012

Why Does Customer Engagement Matter?

In our Most Engaged Customers study we found that retailers who increased Customer Engagement by at least five points exhibited 56% cumulative share price ...

Reading time: 3 min
Read more ›
Customer Experience, Customer Engagement, Employee Satisfaction Surveys, Customer Experience Strategy