PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. Customer Experience Boggle Busters for Channel Silos.

Customer Experience 67

Customer Experience Customer Experience Management Case Management 67

ClearAction

AUGUST 3, 2015

Combat is incongruous with customer experience, even in rough and tumble environments. Granted, everyone is doing case management, following up with low survey raters. That's all very nice for a small percentage of your customer base. Related articles: Breaking Down Silos for Customer Experience Management.

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

PeopleMetrics

OCTOBER 29, 2019

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. So what is a healthy survey? It all begins with response rates.

VOC 61

VOC Double-Barreled Question CEM B2C 61

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. ” Breaking Down Silos for Customer Experience Management.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Close the Loop 78

Close the Loop VOC CEM NPS 78

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136