Business Administration, Customer Experience Management and CX

How to Become a Customer Experience Manager

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience Management

Customer Experience Management Customer Experience Contact Center Net Promoter Score

5 Strategies for CX Excellence

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?". This activity alone with make your company 10x more customer-centric.

CX

CX CEM Close the Loop Business Administration

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

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 VoC?

VOC

VOC CEM CX Customer Feedback

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM

CEM Touchpoint Customer Service CX

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. The 40 Lessons That Turn Customer Feedback into Gold.

CX

CX Hospitality Hospitality CEM

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? CX leaders today hold many different titles. What makes a great CX leader.

CX

CX CEM Business Administration Machine Learning

CX Secrets: The Importance of Aligning CX with Marketing

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. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Getting on the same page. Sean holds a Ph.D.

CX

CX CEM Business Administration Machine Learning

Introducing CX Secrets with Sean McDade

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! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Hi everybody!

CX

CX CEM Business Administration Machine Learning

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

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. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score

Net Promoter Score CEM CX Business Administration

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC

VOC NPS CEM CX

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Customer Feedback

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. I hope these recommendations will help you navigate the customer experience during these uncertain times. Gearing up to reopen? Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM Business Administration Machine Learning

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience.

CEM

CEM VOC Business Administration Machine Learning

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX In Europe, the Ryanair debacle is the most prominent case of all.

CX

CX Customer Experience Machine Learning Artificial Intelligence

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint

Touchpoint Customer Feedback CEM Contact Center

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC B2C B2B CEM

#CXSecrets: Collecting Feedback IS a Touchpoint

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

Touchpoint CEM Business Administration NPS

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Looking for creative ways to talk about CX? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact PeopleMetrics: About the Author.

VOC

VOC CEM Business Administration Machine Learning

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Bruce Temkin , Managing Partner, Temkin Group. A book for CX leaders.

Customer Feedback

Customer Feedback CEM VOC Business Administration

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Another common goal is a certain percentage of surveys that contain a problem identified by a customer (in that case, the goal would be to have a score that is as low as possible). This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. Identify a Sponsor.

VOC

VOC CEM Touchpoint Business Administration

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Here are two to get you started: Forrester has a must-read report called “Why CX? Start with the facts. Conclusion.

VOC

VOC CEM Close the Loop Business Administration

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Legal CEM Pharmaceutical

Do You Need a Survey Tool or a VoC Partner?

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

VOC CEM Business Administration Machine Learning

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Double-Barreled Question CEM B2C

#CXSecrets: Don't Limit Feedback Opportunities

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. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM Business Administration Machine Learning Social Media

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

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. Especially if that change can be perceived as more difficult by your customers. Listen to your customers! What can we learn from this? Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning CX

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

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. Customer Touchpoints.

CEM

CEM VOC Touchpoint Social Media

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

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

Text Analytics VOC Unstructured Data CEM

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Start-ups

Majoring in Customer Experience

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience

Customer Experience Business Administration Customer Journey Map CX

Majoring in Customer Experience

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience

Customer Experience Business Administration Customer Journey Map CX

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. More #CXSecrets. Sean holds a Ph.D.

CX

CX CEM Finance Touchpoint

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

To learn more about how to get the best of both worlds, contact us: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

VOC

VOC CEM Voice of the Customer Business Administration

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Close the Loop

Close the Loop VOC CEM Business Administration

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Close the Loop CEM Business Administration

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

VOC

VOC CEM Close the Loop Business Administration

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

NPS

NPS Net Promoter Score VOC CEM

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Customer Feedback Mystery Shopper CEM

How to Become a Customer Experience Manager

5 Strategies for CX Excellence

Webinars

Trending Sources

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Webinars

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

CX Secrets: Keeping a CX Mindset

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

CX Secrets: The Importance of Aligning CX with Marketing

Introducing CX Secrets with Sean McDade

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

A Bonus Recommendation for Reopening Your VoC Program

Best Practices in Communications to Improve Employee Experience

5 Recommendations for Reopening your VoC Program

How to Write a Really Bad Survey

A Bonus Lesson from Listen or Die

Customer Experience Challenges According to 15 CX Experts

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Lesson #10: B2B VoC and B2C VoC Are Completely Different

#CXSecrets: Collecting Feedback IS a Touchpoint

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Build Your VoC Program From Where You Are: Part 1 - Building Phase

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

The One Relationship That Determines The Success of Your VoC Program

Do You Need a Survey Tool or a VoC Partner?

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

#CXSecrets: Don't Limit Feedback Opportunities

American Airlines Creating Wi-Fi Friction

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Majoring in Customer Experience

Majoring in Customer Experience

CX Secrets: Not measuring CX is like not counting your money

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

The 3 Most Valuable Types of VoC Alerts

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

How to Tie Compensation to Your VoC Program

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

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