George Jacob | Jul 31, 2015

How to Leverage Employee Feedback on Your Customer Experience

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. ...

Reading time: 5 min
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Customer Experience, Enterprise Feedback Management, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement, 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 | Jun 18, 2015

Why Customer Centricity is a Lot Like Painting by Number

A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. “Can’t you focus on everything at ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Centricity
George Jacob | May 22, 2015

How to Improve Customer Experience Strategy, One Step at a Time

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement
PeopleMetrics Alum | Apr 15, 2015

8 Questions to Ask Customer Experience Management Vendors

Over the years, we've talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting ...

Reading time: 9 min
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Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions
George Jacob | Apr 3, 2015

Customer Experience Best Practices: Change Management (2 of 2)

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing ...

Reading time: 6 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture
PeopleMetrics Alum | Apr 1, 2015

Customer Experience Best Practices: Change Management (1 of 2)

Before you implement a Voice of the Customer solution, it's important to set yourself up for success. Organizational awareness and adoption of customer ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Experience Management Software, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture
George Jacob | Jan 20, 2015

How Customer Experience Depends on Listening and Responding to Customer Feedback

I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn't seen in a while, and we were catching up. ...

Reading time: 4 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty
PeopleMetrics Alum | Nov 27, 2013

Humanizing Business: What Do You Believe?

In our prior post, we touched on the fact that as businesses become operationally efficient, they sometimes forget that at their core they are dependent upon ...

Reading time: 3 min
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Customer Experience, Enterprise Feedback Management, Customer Feedback, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions