Better experiences – every customer and employee wants them, businesses want to provide them, and solutions providers promise them. But how does one actually track something as elusive as an “experience”? The following is an introduction to how we help companies measure their delivered experiences.
Archive for the ‘Engaged Customers’ Category
The People Metric: Measuring Experiences
Tuesday, January 31st, 2012Improving the Client Experience: Accounting Industry
Wednesday, December 21st, 2011
At PeopleMetrics, we include one question that often strikes new clients as being rather odd, especially clients in the B2B space: “I love working with [company].” Respondents are asked to rate their level of agreement with this statement. Why do we include it? Because it adds a depth to the client/provider relationship that cannot be attained through a simple NPS score. This question cuts through all the usual business jargon, formalities, and contracts and asks a completely emotional human question – how does the company make you feel?
Beginner’s Guide to the Value of Great Customer Experiences
Tuesday, November 22nd, 2011People call them “satisfied,” “loyal,” or “happy campers,” we call them “Fully Engaged.” All of us are referring to a customer who loves doing business with you. And whatever you choose to call them, the point remains - positive experiences create happy customers, and dissapointing experiences create a substantial lost opportunity.
Customer Engagement in Retail: 3 Phases of a Customer’s Life-Cycle
Monday, October 17th, 2011
There are certain moments of truth in any retail purchasing experience that heavily influence customer engagement. Strategy gurus recommend mapping out every touch point where customers interact with a company in order to understand the customer experience throughout the purchase cycle. A Voice of the Customer program can help you understand how engagement ebbs and flows during the three phases of a customer’s life-cycle described below.
Three Customer Experience Truths from the Restaurant Industry
Wednesday, September 28th, 2011
There are some elements of the customer experience that are unique to a given industry – things like baggage fees, claims departments, and billing practices. But there are some universal customer experience truths that apply regardless of the industry you happen to work in. This post examines three of these truths as uncovered through our partnership with one of our clients, Service Inspired Restaurants®.