George Jacob | Jan 13, 2016

3 Thoughts on Improving Online Banking Customer Experience

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself ...

Reading time: 5 min
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Customer Experience, Voice of the Prospect, Customer Experience Management Software, Voice of the Customer, Banking Customer Experience
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 | Dec 7, 2015

Customer Experience Best Practices: How to Retrain Your Customers

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your ...

Reading time: 5 min
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Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity
George Jacob | Nov 13, 2015

REI and Balancing Sales and Customer Experience Improvement

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep ...

Reading time: 4 min
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Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement
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 | Aug 27, 2015

How to Simplify B2B Customer Experience Improvement

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance ...

Reading time: 4 min
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Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Feedback, Voice of the Customer, Customer-Centric Culture, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement
George Jacob | Jul 11, 2015

3 Sales Performance Management Benefits of Getting to "No" Quickly

When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that.

Reading time: 3 min
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Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software
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
PeopleMetrics Alum | Jun 22, 2015

6 Simple, Powerful Tools for B2B Sales Management

Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively? Yeah, me too. If you're anything like me, you're always looking ...

Reading time: 8 min
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Voice of the Prospect, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Sales Management Software, Customer Centricity