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Kate Feather

Kate Feather
Kate is the leader of Customer Experience Transformation practice at PeopleMetrics. She partners with dozens of Fortune 1000 companies to provide Customer Experience Strategy and Voice of the Customer consulting services.

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…

How to Evolve Banking Customer Experiences for Survival

"Evolve or Die" This was the terrifyingly binary challenge Joe Sullivan, CEO of Market Insights delivered to a group of banking execs last Friday at...

How to Communicate your Way to a Better Customer Experience

Are you on Slack? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is...

3 Moments That Can Make or Break a Banking Customer Experience

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries...

What’s Your Employee and Customer Experience Hallmark? [3 Places to Start]

It's safe here. We have a net. Perhaps it was because it was the beginning of the new millennium and everything was fresh and new....

Be Mine: The Secret to Successfully Closing A Sale

"If you want to persuade, you must first connect." This quote from Sonia Simone's excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up...

Don’t Skip this Essential Step in Improving Your Customer Experience

You've got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline...

Mastering Customer-Centric Culture: The 5 Essential Disciplines

Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with...

Meet Your Customer Experience Goals: A Four-Step Guide

Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our...

How to Start Collecting Customer Data

You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social...

Four Cool Ways to Cement Customer Trust

"Trust is the glue of life... it's the foundational principle that holds all relationships."   - Steven Covey   Can You Hear Me? At All?…

How to Create a CX Moat: Lessons from the Spotify and Uber Partnership

Disruption and change is everywhere. A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or...

5 Signs You May Not Be As Customer-Centric As You Think You Are

You know the familiar saying: “Culture eats strategy for lunch”? Well, I would wager that there is just one word in those five that...

Even More Creative Ideas to Gain Executive Attention and Empathy for Customers

Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about...

One Killer Way to Convince Executives that Customer Experience Data is Worth It

I’ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics.  You’ve collected lots of...

Humanizing Business: What Do You Believe?

In our prior post (Humanizing Business: One Employee, One Customer, One Conversation at a Time) we touched on the fact that as businesses become...

Customer Experience Trends and Priorities in Banks

PeopleMetrics just wrapped up our research on customer experience trends in the retail banking sector and I couldn't be more excited to share the...

Why Do Employees Deliver Great Customer Experiences? It’s Not ALL About the Money!

As the customer experience industry gains momentum, an increasing number of its proponents are asking the question, "Should we compensate employees and managers based...

Designing a Differentiated Customer Experience – Where to Begin?

Forrester reports in The State of Customer Experience, 2011 that 51% of companies do not have a formal customer experience strategy in place,...

Outsourcing Inspiration: How Customer Feedback Creates Meaning at Work

Ever since James Heskitt's seminal work published in the Harvard Business Review in 1994 entitled Putting the Service-Profit-Chain to Work, people have widely accepted...

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