Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking.  Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience. But after making their purchase, the phone is high-quality and they won’t need to go back to the website. While they could be more satisfied, they are unlikely to suddenly ch ..read more

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. Closed-loop customer feedback provides businesses with a reliable, structured approach to c ..read more

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue.  It's no coincidence that we frequently return to the businesses that offer us great experiences. Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences. Creating an amazing customer experienc ..read more

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy, prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work? Is one right for your business?  This guide will answer some of the most common questions that business leaders, marketers, and product managers have about CABs: What are customer advisory boards (CABs)? What kinds of businesses create CAB ..read more

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time! But what is customer experience? How do you design and manage a CX strategy? How do you get started?  This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ Benefits of Customer Experience CX Management and High-Impact Custo ..read more

As we enter our 22nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. I started PeopleMetrics with this goal and I continue to be incredibly excited by it. We made our first acquisition late last year when the extremely talented team from the Center for Strategy Research (CSR) joined PeopleMetrics. This team ..read more

Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention. But your business should go beyond simply asking customers to give you a thumbs up or thumbs down after an interaction has already occurred. There’s more you can do and learn to make targeted, direct improvements that lead to better business results over time. Dedicated software can give you the 360-degree views you need to understand you ..read more

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience (CLICK TO VIEW ON AMAZON) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers. My hope is this book is the first of many that moves the pharma industry in the direction of frictionless customer experiences similar to what has transformed other industries. And I have some more exciting news to share – PeopleMet ..read more

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. These programs often have shared stakeholders, reach out to the same audience, and may share a budget. As such, it’s imperative that your market research and CX programs operate as a joint package. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. We share how you can mix your market research and customer experience initiatives to get the mos ..read more

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback, to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program. We also provide you with the free downloadable chart used in t ..read more