PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Identify your CX Heroes, celebrate them and model them. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

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

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. What is "Closing the Loop"? In my experience, loop closing makes transactional VoC the anti-market research.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

MARCH 16, 2020

Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. That is what most companies do in terms of following up or “closing the loop” with regard to recognize alerts.

VOC 78

VOC Close the Loop CEM Business Administration 78

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

MAY 4, 2020

In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. But they are always involved in the process and are ultimately responsible for closing out all recover alerts. Does Closing the Loop Pay? The first is a centralized model.

Close the Loop 78

Close the Loop VOC CEM NPS 78