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Xand Griffin

Xand Griffin
In her role as Marketing Designer at PeopleMetrics, Xand works with the researchers and executive team to develop PeopleMetrics content, reporting, and thought leadership.

Unbelievable Comcast Customer 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...

TD Bank Made Me Cry and Reached Millions of Customers

TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD...

Lessons You Can Learn (For Free) From Your Employees

It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three...

Does Your Company Pass the $20 Trust Test?

Cowritten with Kate Feather Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have...

The Best Way to Encourage Customer Trust from the Inside Out

In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service...

Why Great Customer Service Isn’t Enough to Be Customer-Centric

I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It...

How To Disappoint Customers on Social Media: 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...

How To Amaze Banking Customers: A Simple Story

So, last week I woke up to $867.35 missing from my bank account. $138.63 spent at a gas station in Spain. I don’t own a...

Creative Ideas to Gain Executive Attention and Empathy for Customers

Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and...

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