PeopleMetrics

JUNE 29, 2020

To do that, let’s start by understanding what motivates humans and how that impacts your VoC reopening: Maslow's Hierachy of Needs and VoC. Gearing up to reopen? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Perhaps employees should focus on something other than NPS ? Sean holds a Ph.D.

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PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. Look inside at CLV to determine ROI.

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PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Today, I am going to focus on a very important topic – survey health.

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PeopleMetrics

MARCH 21, 2018

You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. You'd hang up the phone and go back to the dinner table. I’ve been in this business for a long time. Put the power in customers' hands.

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PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

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PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. Check off the essentials.

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PeopleMetrics

DECEMBER 12, 2019

Start a staff appreciation program. Set up a suggestion program. This can be as simple as setting up a suggestions box or as thorough as completing company-wide questionnaires. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact PeopleMetrics: About the Author.

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Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Start experimenting, build your hypothesis, fail fast and learn – and start all over again.

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