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Customer Experience

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Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels

Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels
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Customer Success: A Broad-Brushed Approach With a Stencil

Customer Success: A Broad-Brushed Approach With a Stencil

Customer Experience

Customer Success is not a one-size-fits-all discipline. Each customer is different – and so are their needs and expectations. In the world of land-and-expand where upsell and recurring revenue is... read more

Customer Retention: Increase Your Profits by 95%

Customer Retention: Increase Your Profits by 95%

Customer Experience

In average it costs 5 times more to acquire new customers than it does to keep current customers (Lee Resource Inc.). The most interesting stat that can been seen in... read more

Important Lessons from Comcast's Customer Service Disaster

Important Lessons from Comcast’s Customer Service Disaster

Customer Experience

It’s viral. Comcast messed up. They have a classic customer service crisis on their hands. If you haven’t heard yet, it’s pretty entertaining. You can listen here: Essentially, instead of... read more

10 Steps to Great Customer Service

10 Steps to Great Customer Service

Customer Experience

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Make a big splash with the Wow Factor. You only have one first impression so make it a lasting one. Give it your best and make it count with a... read more

Why The Comcast Customer Service Nightmare Happens

Why The Comcast Customer Service Nightmare Happens

Customer Experience

The corporate culture in customer service at large corporations is often toxic and this type of behavior is pervasive when call center agents are pressured by overbearing policies or when... read more


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Move Over United, Comcast Customer Experience Debacle Goes Viral

Move Over United, Comcast Customer Experience Debacle Goes Viral

Customer Experience

There are at least a dozen ways to create a customer service nightmare, but none will get you there faster than a customer with 82,300 followers on Twitter. Meet former... read more

‘Simple Sticker’ Idea: Transform Your Customer Experience Today

‘Simple Sticker’ Idea: Transform Your Customer Experience Today

Customer Experience

At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends... read more

Lack of Knowledge Hurting Customer Self-Service Success

Lack of Knowledge Hurting Customer Self-Service Success

Customer Experience

With the heightened customer expectations of today, investments in customer service (both assisted and self-service) must be made to keep up with demands. Backing this notion is a recent study... read more

Does Comcast Really Care?

Does Comcast Really Care?

Customer Experience

By now, you’ve either heard the disturbing Comcast call fielded by the angry and relentless customer service representative, or you’ve at least heard about the unfortunate incident. If you haven’t,... read more

Step by Step Guide to Writing Great Audience Surveys

Step by Step Guide to Writing Great Audience Surveys

Customer Experience

If you’re on a mission to create amazing content for your audience one question you’re probably asking yourself these questions… What type of media will they consume (written, audio, video)?... read more

Customer Loyalty & Growth Hacking | Rant & Rave

Customer Loyalty & Growth Hacking

Customer Experience

I’ve recently become a serious adherent of Growth Hacking. Have you heard of it? Growth Hacking refers to a variety of marketing techniques that are designed to improve all aspects... read more

It’s Not the Product. It’s the Experience.

It’s Not the Product. It’s the Experience.

Customer Experience

Deliver a Great Customer Experience What makes the great companies so great? It’s the customer service and experience the customer receives when doing business with that company. The companies that... read more

CRM...What's In it For You?

CRM…What’s In it For You?

Customer Experience

How do you build and maintain relationships with your customers online? You certainly don’t have the face-to-face interactions you have in if you were in a store, so, in such an... read more

Contextual Routing: The Future of Customer Experience Management

Contextual Routing: The Future of Customer Experience Management

Customer Experience

Last year was the year of Big Data. Everyone was talking about it: where to get it, what to do with it once they had it, and how important it... read more

Want to Care for Your Customers? Keep Them in the Know

Want to Care for Your Customers? Keep Them in the Know

Customer Experience

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Many companies nowadays harp on how they care for their customers. Not a few of them even place it boldly as their tagline—that they care for their customers. Yet one... read more