Kate Feather

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 the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is…

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 the N.J. Bankers Association G.R.O.W.T.H conference organized by MoSA. Even with many moments of levity throughout the day, there was...

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 "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that...

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 more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to...

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. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a 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 a question we've been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the...

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 around customer journey mapping. You have the attention and support of leadership for customer experience improvement.   So why have your...

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 the largest increase in search volume, and give it the title of the “word of the year.” “Culture” took home…

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 customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals...

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 feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving...

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? Last week my 14-year-old son's phone stopped working. This happened two days before my son, Nat, was due to take…

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 more engaging experiences. Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland…

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 would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft...

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 the customer experience? In last week’s article, Creative Ideas to Gain Executive Attention and Empathy for Customers, we said that  executives need...

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 customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs...

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 operationally efficient they sometimes forget that at their core they are dependent upon humans – humans who make and buy...

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 results. We collected feedback from over 70+ banking executives and 900+customers to gain insight into what banks are doing around...

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 on the quality of customer experiences provided? And, if so, how?" It makes sense, right? If a company understands the impact...

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, yet 63% wish to differentiate from their competition on the basis of the experience delivered. This research seems to demonstrate...

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 the linear relationship that exists between satisfied employees, loyal customers and business results. The theory goes: happy employees make happy...

New Posts