PeopleMetrics

FEBRUARY 21, 2018

There is even more room for disparity when CX lives in departments other than Marketing. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world. Getting on the same page. The 40 Lessons That Turn Customer Feedback into Gold.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. Look out for more CX Secrets videos soon, and the book release in early 2018!

CX 70

CX CEM Business Administration Machine Learning 70

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

JULY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Sean holds a Ph.D.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

MAY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JUNE 18, 2019

This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Are you balancing your CX technology and human investments? To explore more CX lessons, click here to download your copy of Listen or Die. What CX lessons have you learned in 2019? Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

JUNE 8, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 78

CEM VOC Business Administration Machine Learning 78

PeopleMetrics

MAY 28, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

SEPTEMBER 12, 2019

When your in-location experience is different from your web experience, or when your web experience is different from the experience a customer has with your native mobile app, this inconsistent CX will create problems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Sean holds a Ph.D.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

NOVEMBER 22, 2019

Looking for creative ways to talk about CX? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JULY 23, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

DECEMBER 27, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

JUNE 17, 2020

This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Identify a Sponsor. Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. A book for CX leaders. Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

AUGUST 7, 2019

If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment. Then begin to create your own internal business case for VoC. Start with the facts. Look inside at CLV to determine ROI. Conclusion.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 29, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MARCH 16, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

OCTOBER 3, 2019

If your VoC program is more mature or you have experienced CX and VoC resources at your disposal, then an order taker that executes flawlessly makes sense. If you are just starting out or your industry has gone through rapid change, partnering with a firm that can provide expertise within CX and VoC will be well worth the investment.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

MARCH 21, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Use Internal Benchmarking to Quickly Enhance CX. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

JULY 24, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

FEBRUARY 13, 2018

What can we learn from this? The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 66

CEM Business Administration Machine Learning CX 66

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Your company begins to become customer-centric!

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

AUGUST 7, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

NPS 70

NPS Net Promoter Score VOC CEM 70

PeopleMetrics

JULY 31, 2018

Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Consider the trade-off between greater accuracy on every comment and the ability to spot key trends in real time that will help you improve CX! A Unifying Framework.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

MAY 4, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Close the Loop 78

Close the Loop VOC CEM NPS 78

PeopleMetrics

DECEMBER 12, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 91

CEM Business Administration Machine Learning Start-ups 91