PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. sessions: [link].

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

PeopleMetrics

JUNE 28, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

JANUARY 19, 2018

This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient. The Future.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) Absolutely!

Close the Loop 62

Close the Loop Customer Feedback CXM Customer Loyalty 62

PeopleMetrics

MARCH 25, 2021

open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Good open-ended survey questions allow respondents to provide feedback in their own words via qualitative free-form written text fields. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

PeopleMetrics

MARCH 18, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

CX 62

CX Customer Experience VOC Customer Survey 62

PeopleMetrics

AUGUST 24, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

CX 62

CX CXM Voice of the Customer Customer Experience Management 62

PeopleMetrics

DECEMBER 17, 2020

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

CX 62

CX Customer Experience Touchpoint Innovation 62

Doing CX Right

SEPTEMBER 19, 2020

Be patient, especially during a pandemic. Provide customer feedback. . Take advantage of the time to provide recommendations as most brands are listening and care to improve experiences based on customer and prospect feedback. We are not responsible and will not be held liable for third party comments on Our Blog Post.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

PeopleMetrics

JANUARY 21, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

Customer Journey Map 62

Customer Journey Map Touchpoint CXM CX 62

Qualtrics

JULY 9, 2019

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. A healthcare organization that sees 250,000 patients per year may have to make strategic decisions on feedback from fewer than 2,000 surveys. [3].

Healthcare 33

Healthcare Hospitality Hospitality Social Media 33

PeopleMetrics

JULY 29, 2020

And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Make the survey too long.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

SurveySensum

JULY 11, 2023

This continuity creates a sense of familiarity and comfort, akin to having a friendly waiter who patiently explains the menu and addresses your questions, helping you make the best choice for your lunch. Use an efficient ticketing system to organize and prioritize inquiries – close the feedback loop. But, how to do that?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

PeopleMetrics

APRIL 4, 2018

Some proactive firms call their clients to collect qualitative insights, but how truthful is a client likely to be when asked for feedback directly as opposed to by a third party? And how actionable is the feedback from only a handful of clients? P.S. What did you think of this blog post? Print this article.

Net Promoter Score 66

Net Promoter Score Touchpoint Voice of the Customer Start-ups 66

SurveySensum

NOVEMBER 22, 2021

Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? Types of Closed-Loop Feedback. Inner Customer Feedback Loop. Why is the Inner Customer Feedback Loop important? . Outer Customer Feedback Loop .

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

CallCare

NOVEMBER 23, 2021

Consumers are more patient and forgiving when they have a pleasant experience, which starts with making them feel good about their interactions. Even if the reason for their first contact was highly unpleasant, they are considerably less likely to provide negative feedback or describe an overall lousy engagement. The Takeaway.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

PeopleMetrics

MARCH 5, 2018

Collecting customer & employee feedback as part of the due diligence process allows astute investors to not only gain an intimate understanding of the needs and unique characteristics of an acquisition company’s target customer population and employee base, but also helps you avoid that “Oh $#*!” Invest in your own success.

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. The 40 Lessons That Turn Customer Feedback into Gold.

CX 64

CX Hospitality Hospitality CEM 64

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. Carol even has the audacity to ask the patient to fill out a customer service questionnaire after doing absolutely nothing to help her.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Uplifting Service

JANUARY 28, 2020

Ask each client to complete feedback survey before they leave. If you found this article useful, you might enjoy reading these other popular posts from our blog: Creating Customer Journey Maps that Work. Contact us here if you have any questions, comments or feedback! Check each passenger has their seat belt fastened.

Compliance 52

Compliance Customer Journey Map Customer Expectations Customer Experience 52

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Patiently Persist. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP).

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

Intercom, Inc.

JULY 26, 2018

He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market. It’s better to be patient and grow at a modest rate, which also keeps you from making potentially catastrophic decisions. I wanted to have paying customer feedback as soon as possible. It’s great to have you.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. Do they feel like they've thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that response to never arrive? Would you be embarrassed by candidates' feedback about this process?

Customer Experience 56

Customer Experience Close the Loop Touchpoint Customer Journey Map 56

Comm100

OCTOBER 25, 2017

We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. Apply empathy, understand your customers’ needs, and patiently meet them at their level. CX Training Expert and Blog Editor. Why Are Customers So Important?

Start-ups 124

Start-ups Customer Service Social Media Contact Center 124

Customer Bliss

JULY 12, 2016

” The Importance Of Real-Time Feedback. General Motors gets 100,000s of customer feedback points — surveys, etc. Dave worked to automate these processes so that real-time information and feedback became an aspect of the culture. “I wish I knew how to be more patient,” Dave said immediately.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. These customers are patient and buy from you regardless of the wait, the pains, the pressures, whatever. I won't take the sports analogy very far, but what is the CX end game? There are a lot of reasons.

Gaming 66

Gaming CX Sports Customer Experience 66

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. For example, it can result in better patient safety, higher product quality, fewer instances of incorrect shipping, and so on. Is your company also facing the woes of employee disengagement? If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. CSMs must be resilient and not take feedback personally, especially when challenging customers might not be the nicest individuals to work with.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Intercom, Inc.

AUGUST 15, 2018

Darragh: You wrote a blog post recently about the impact of having sponsors during your time at Microsoft. Finally, you have to be patient and wait for your opportunity. We’ve created communities where we can engage at a high frequency rate with those moderators to get feedback on any new product or feature we build.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

ProProfs

DECEMBER 24, 2020

This blog post answers some of the most pressing questions about OSHA compliance training, including how a well-designed and engaging OSHA course can be a vital element for your business. This blog post will help you. Conduct a post-training evaluation first by gathering feedback from participants via online surveys.

Compliance 52

Compliance Construction Education Hospitality 52

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Would you describe yourself as patient, and what do you do in situations where your patience is being tested?”. Self-Control.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. However, they didn’t do a good job of getting feedback from dealers on that project. “We Fearlessly, with no holds barred. We discuss that around 12:39.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. For healthcare professionals, customer service through video chat offers a way to treat patients face-to-face in a virtual setting. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Intercom, Inc.

JULY 13, 2018

There are over two million blog posts published each da y. We started blogging. But the feedback we got from the first month was, “I don’t think this product is right for me. Make sure when you turn them on you get feedback and data, and then turn them off until you’re ready to go. Just be patient.

Customer Acquisition 156

Customer Acquisition Start-ups Sales 156

CX Accelerator

APRIL 30, 2018

Answering the same question for the hundredth time while still wearing a smile and remaining patient and pleasant! The feedback might be slow at first, but it will get them thinking of the customer experience and soon they will share amazing insights and suggestions to creating a positive and impactful journey for your customers.

CX 140

CX Customer Journey Map Hospitality Hospitality 140