Is the Golden Rule Part of Your Customer Experience Strategy?
Let's talk simple customer experience strategy in light of insults delivered via receipt. The Golden Rule will always be a...
An Inside Look at the Customer Experience Strategy of Mercedes-Benz
A Q&A with Joseph Michelli, whose recent book covers the customer centricity and ongoing customer experience strategy at...
Our Top Ten Customer Experience Blogs of 2015
In this annual round-up, we're listing the top ten customer experience blog posts for the PeopleMetrics Customer Experience...
What's the Difference Between Customer Satisfaction & Customer Effort Score?
Let's look at customer satisfaction metrics and customer effort score, and suggestions for using each customer experience metric.
A Trip to Staples: Why Employee Experience Matters to Customers
The employee experience impacts the customer experience. Learn what a trip to Staples taught me about employee engagement and...
Amazon's Workplace Woes, and Leading Customer-Centric Cultures
In light of news about Amazon's culture, let's look at building better cultures with leadership and employee engagement surveys.
2015 Brand Ambassador Award Winners: Lessons in Customer Centricity
Customer service satisfaction is key to the success of your business. Let's discuss the importance of going above and beyond to...
4 Customer Centricity Lessons From My Visit to Costco
How a trip to Costco offers important lessons in customer centricity, value, and customer experience strategy.
Customer Experience Best Practices: Empathy
Looking for customer experience best practices to help you improve Net Promoter Scores? Learn how empathy helps connect you with...