George Jacob
George is the Inbound Content Architect at PeopleMetrics and works to share insights and understanding about customer experiences.
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a...
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...
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....
In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you...
The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or...
Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do...
One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place,...
Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum...
When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners...
In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to...
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...
In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best...
Before you implement a Voice of the Customer solution, it's important to set yourself up for success. Organizational awareness and adoption are necessary for...
So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if...
Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your...
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...
Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get them...
I’ve written about the relationship between customer experience and brand before, but I think it’s an important topic to think about. Especially in our...
I was in a short story class once. We were sitting with our desks in a circle, workshopping a classmate’s story. Here are scenes...
We’ve written about why we think customer experience is the future of branding, and we’ve given you tips for transforming your workplace into one...