PeopleMetrics

SEPTEMBER 17, 2015

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. Motivating Customer Experience Improvement. Rather, it’s meant to illustrate the duality of every person. And your rational mind?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Just fixing everything reported by customers is not necessarily the best way to proceed. Develop customer journey maps to diagnose and improve experiences. Some call it a “ cattle call.”

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

PeopleMetrics

APRIL 28, 2015

In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.

Banking 79

Banking Customer Experience Surveys Finance 79