PeopleMetrics

JULY 20, 2020

That’s right, you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. Have you checked Twitter and Facebook lately?

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). Sean holds a Ph.D.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

JULY 13, 2020

Video is what most engages customers. User-generated videos dominate all social media platforms, including YouTube, Facebook and Instagram. Video captures customer feelings and emotions better than anything else. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

JULY 10, 2018

Regular customer listening enables your company to be more customer-centric by: Immediately resolving individual customer problems as soon as possible before you lose that customer and/or they spread negative word of mouth (often through social media). Click here to download the book. Sean holds a Ph.D.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

MARCH 21, 2018

The power of the feedback mechanism has shifted from the company to the customer. Today, the internet and social media and sites likes Yelp, Twitter, Facebook and TripAdvisor now allow people to provide feedback on their terms, on their time, and share it publicly. But now all of that has changed. The review era.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Marketing, Customer service. Read the full answers of the experts below.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

MARCH 1, 2018

"Moments of truth" are those touchpoints where if you don't do them well, the customer is not only never coming back, but they’re probably going on TripAdvisor or some other social media site, writing about their negative experience, and letting the world know about it. This is not good. Final thought. More #CXSecrets.

CX 97

CX CEM Finance Touchpoint 97