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George Jacob

George Jacob
George is the Inbound Content Architect at PeopleMetrics and works to share insights and understanding about customer experiences.

What Amazon Prime Day Can Teach You About Customer Experience

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...

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...

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....

3 Reasons Why Customer Understanding Matters for Customer Centricity

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you...

Customer Experience Best Practices: Empathy

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...

Focus on One Thing at a Time in Customer Experience Strategy

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do...

What Do Customers Secretly Say About Your Customer Experience?

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,...

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

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...

How to Improve Customer Experiences (Without Getting Egg on Your Face)

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...

Customer Experience Strategies: The Impact of Working Together

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...

The Best Customer Experience Strategies Are Invisible

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...

Customer Experience Best Practices: Change Management (2 of 2)

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best...

Customer Experience Best Practices: Change Management (1 of 2)

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...

Four Signs It’s Time to Get With the Customer Experience Program

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...

When Brand Promise Meets Customer Experience Improvement

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...

How to Set a Direction and Improve Customer Experience

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...

Getting Employees to Care: Employee Engagement and Culture

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...

Why Customer Experience is Better Than “Brand”

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...

Ouch, My Pride (or “Tips for Handling Harsh Customer Feedback”)

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...

Three Reasons You Need Feedback to Fix Your Customer Experience

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...

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