I’ve Been Collecting CX Data for Years but my Customers’ Happiness Level Stays the Same

At Pacific Consulting Group (PCG), we hear this often. “We’ve been measuring our customer experience for years, but the numbers aren’t changing! Why not?” This is a frustrating pain point for many of our clients, and there are a number of possible solutions that you can employ to help your company move the needle. While gathering and analyzing data on your customers, metrics or KPIs are a great starting point, but measurement of “what is” alone doesn’t lend itself [...]

May 28, 2020|

How Independent Schools Can Leverage Parent Survey Data for a Competitive Advantage

Independent schools in America today share a common desire to strengthen their admissions pipeline and recruit a more diverse student body so as to enrich the educational and social learning of each student.  The key to achieving these goals is a deep understanding of two things: The parents of potential future students; who they are and what matters to them most when choosing between schools and, The competitive advantage their school has in the market place in the eyes [...]

February 2, 2018|

Using Customer Experience Maps to Increase Customer Success

Customer experience maps are highly valuable tools for any organization looking to improve customer satisfaction and success. Why use customer experience maps? Customer experience maps help organizations to discover how customers engage with their organization, how they behave and feel at each stage of that engagement and which touch points most influence customer satisfaction. Customer experience maps reveal where the customer experience is positive and where improvements need to be made.  Above and beyond knowing how customers feel, they [...]

October 22, 2017|

Why Community Solar Isn’t More Popular … And What To Do About It

Harvard Business Review is usually a bible for those that want to gain unique insights into a problem. Their studies are often very in depth and provide all the details you need to get your arms around a subject. Recently, however, Joshua Pearce wrote an article about how solar energy is being held back by regulations, not technology. His piece has some good insights about how the industry has grown and how “plug and play” systems are a good [...]

March 3, 2017|