PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

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?". After all, there is no cash without customers and employees!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Contact PeopleMetrics: About the Author. Connect The Dots. Let's start building. Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 21, 2018

Design your customer experience in a way that you can deliver consistently through whatever channel(s) you happen to be in. If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. basically all the different parts of your company who impact the customer experience. The 40 Lessons That Turn Customer Feedback into Gold. It’s really key that you have your hand in all of those things.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. When staff members are rude to customers. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

VOC 78

VOC Close the Loop CEM Business Administration 78