December 29th, 2011
2011 has been a great year for all of us here at PeopleMetrics as well as the Customer Experience space at large. And so in honor of the close of this year and a start of the new one, we’d like to share four customer experience themes we uncovered this past year.
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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?
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Tags: accounting industry, client experience, customer engagement, Customer experience, Most Engaged Customers Study
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December 13th, 2011
Shopping for insurance tends to be one of life’s less enjoyable moments – it’s difficult, time-consuming, and simply stressful. Data from our Most Engaged Customer study shows that the average Insurance engagement (ignoring the outlier that is USAA) is 42%, 9 points below the Engagement average across industries, as seen in the chart below.
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Tags: Accenture research, Most Engaged Customers Study
Posted in Customer experience, Engaged Employees, Retaining Customers | No Comments »
December 6th, 2011
“The truth of the matter is, true differentiation – sustainable differentiation – is rarely a function of well-roundedness;” writes Harvard professor Youngme Moon, “it is typically a function of lopsidedness.” (Different: Escaping the Competitive Herd). Youngme Moon illustrates this with stories about IKEA – a throwaway brand in a traditionally permanent industry, Dove – using pictures of average women in a traditionally photoshopped, airbrushed industry, and Google – creating a stripped down search interface in an industry cramming search pages with every button and pop-up imaginable. And while we all understand intuitively the answer to the question “Why do these brands work?,” it becomes much more difficult to answer this question about ourselves.
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Tags: brand ambassador, customer engagement, Customer experience, Customer Feedback, market differentiation, Voice of the Customer
Posted in Business Strategy, Customer experience, Marketing | No Comments »
November 22nd, 2011
People 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.
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Tags: Customer experience, customer satisfaction, customer service problems, Most Engaged Customers report
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