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
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Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
George Jacob | Sep 17, 2015

Emotional Intelligence in Customer Experience Leadership

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The ...

Reading time: 5 min
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Customer Experience, Customer Engagement, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, 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
George Jacob | Aug 25, 2015

How to Navigate Toward Customer Centricity

Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here ...

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Customer Engagement, Customer Retention, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Loyalty, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement
PeopleMetrics Alum | Jun 16, 2015

New Data Show Lack of Leadership Commitment to Customer Centricity

On your marks… Let's start… The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the ...

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Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer Centricity
George Jacob | May 12, 2015

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ...

Reading time: 4 min
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Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement
George Jacob | Apr 9, 2015

The Best Customer Experience Strategies Are Invisible

Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible ...

Reading time: 6 min
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Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Feedback, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement
PeopleMetrics Alum | Mar 13, 2015

How to Communicate Your Way to a Better Customer Experience

Are you on Slack? If not, chances are you will be soon. Slack is "a platform for team communication: everything in one place, instantly searchable, available ...

Reading time: 9 min
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Customer Experience, Customer Feedback Management, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement
George Jacob | Mar 10, 2015

How to Set a Direction and Improve Customer Experience

If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to ...

Reading time: 7 min
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Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Employee Engagement