Matt Muscella | Nov 4, 2014

Beer: Your Recipe for Customer Engagement

Scholars argue that the demand for beer brought forth the first farming techniques and, later, the first refrigeration systems. Over time, brewers found ways ...

Reading time: 9 min
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Customer Engagement, Customer Service Satisfaction, Voice of the Customer, Social Media Feedback Management, Customer-Centric Culture
Sara Gates | Oct 27, 2014

What a Supernatural TV Show Can Teach You About Online Customer Experience

We’ve written about social media fails – remember Alton’s Comcast Disaster? The Barclays Kenya Twitter Fiasco? – but today, let’s talk about wins, and what you ...

Reading time: 5 min
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Customer Experience, Customer Engagement, Customer Experience Strategy, Social Media Feedback Management
PeopleMetrics Alum | Aug 14, 2014

Unbelievable Comcast Customer Service Call and What You Can Do About It

Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service ...

Reading time: 5 min
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Customer Experience, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management, Customer-Centric Culture
PeopleMetrics Alum | Aug 1, 2014

A Celebrity Did What to Comcast? The Power of Customer Feedback

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the ...

Reading time: 5 min
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Customer Experience, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management
PeopleMetrics Alum | Mar 21, 2014

Disappointing Social Media Feedback Management: A Cautionary Twitter Tale

Last week we wrote about a bank that has exceptional customer service in our post “How to Amaze Banking Customers: A Simple Story”. This week we are going to ...

Reading time: 7 min
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Customer Experience, Customer Feedback Management, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Social Media Feedback Management
PeopleMetrics Alum | May 14, 2013

Using Social Media to Build Customer Loyalty

According to IBM’s Global CEO Study, one of the core issues CEOs around the world are faced with is the challenge of engaging customers as individuals. Harmut ...

Reading time: 5 min
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Customer Engagement, Customer Experience Strategy, Social Media Feedback Management, Customer Loyalty
PeopleMetrics Alum | Sep 26, 2011

What Social Media Means for your Voice of the Customer Strategy

Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day ...

Reading time: 6 min
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Customer Feedback, Voice of the Customer, Social Media Feedback Management
PeopleMetrics Alum | Jan 10, 2011

How the Mode of Interaction Impacts Customer Engagement

Last December, many experts were calling 2010 the year of social media—and in many ways they were right. Facebook now has 500 million users, and Twitter signed ...

Reading time: 3 min
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Customer Experience Management Software, Customer Service Satisfaction, Customer Feedback, Social Media Feedback Management
PeopleMetrics Alum | Aug 10, 2009

Is Twitter a Useful Customer Engagement tool?

If we tallied a vote for the most popular new social networking tool, I’m betting Twitter would take the prize. It seems that everyone from Elizabeth Taylor to ...

Reading time: 5 min
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Customer Engagement, Customer Service Satisfaction, Social Media Feedback Management