PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Touchpoint Customer Service CX 117

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. Uniting the C-Suite and Various Departments for Organizational Goals. About Vishal Bhalla.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Customer Bliss

JANUARY 18, 2018

.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. Be Deliberate About Crafting the Customer Experience. Define the Customer Journeys and Their Business Impact.

Customer Experience 51

Customer Experience Business Administration B2C Manufacturing 51

PeopleMetrics

JULY 13, 2020

Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. 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.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

MAY 13, 2020

Research in employee e xperience shows that passionate, enthusiastic employees provide a better customer experience. In fact, engaged employees attract engaged customers, and higher customer engagement results in higher profits. Encourage team members to be grateful and enthusiastic about their work. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? I hope these recommendations will help you navigate the customer experience during these uncertain times. Topic: Customer Experience.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. The more effort a customer expends on resolving their issue, the more negative the customer experience.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. More confidence means you can create better customer experiences.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Contact Center: an important touchpoint where customers call for more information or assistance. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

FEBRUARY 2, 2018

I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Measuring customer experience is critical to we do here at PeopleMetrics. Purchase Outside In on Amazon. Sean holds a Ph.D.

CX 70

CX CEM Business Administration Machine Learning 70

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. The Information Technology (IT) Department.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Start with the best. Exemplify best practices. More #CXSecrets.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Watch the clock. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JUNE 18, 2019

Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Customers want things to be easy with as little friction as possible. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. In fact, it's often the opposite. Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

VOC 94

VOC CEM Business Administration Machine Learning 94

Shep Hyken

DECEMBER 17, 2021

Small Business Administration reports $20 billion of Small Business Saturday spending occurred last year, during the pandemic. Not only is there a desire to spend among consumers, but we’re seeing the holiday shopping season is critical for SMBs to meet their business goals.

E-commerce 74

E-commerce Retail Business Administration Gaming 74

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 83

VOC CEM Touchpoint Business Administration 83

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? basically all the different parts of your company who impact the customer experience.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

NOVEMBER 22, 2019

I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! Communication should be ongoing. As CEO, he guides the company’s vision and strategy.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CX 67

CX CEM Business Administration Machine Learning 67

Zendesk

DECEMBER 15, 2023

On the other hand, too few agents can negatively impact the employee and customer experience (CX) , possibly resulting in overwhelmed workers and long wait times to speak with a representative. Work experience: Many workforce manager jobs require several years of experience in employee management, operations, and human resources.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

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 320

Customer Experience Business Administration Customer Journey Map CX 320

Win the Customer

AUGUST 10, 2016

Things like this can really sink your business even with the help of a reputation management company. It’s Good Business Ethics. Making the customer right at all times is a positive business ethic.

Business Administration 131

Business Administration Customer Loyalty Customer Service Customer Experience 131

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. Photo by +Simple on Unsplash. Think through your touch points.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

MARCH 26, 2018

Consider this: if you were your customer and you got your organization's survey (or other mechanism to provide feedback), would it be a fantastic experience? Would you recommend that experience to others? Customer experience is cumulative. Every touchpoint counts towards the bigger picture. Print this article.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

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. Over the long term, a portfolio of those Customer Experience Leader firms far outperformed their Laggard counterparts.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

OCTOBER 3, 2019

As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. A good value-added VoC partner can also help you identify specific things you can do immediately to improve the customer experience.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Listen to your customers! They won’t let you down. As CEO, he guides the company’s vision and strategy.

CEM 66

CEM Business Administration Machine Learning CX 66

Customer Bliss

MARCH 1, 2018

Bucket 5: Think of how to infuse fun into the patient experience. Alan has been able to see success in his customer experience transformation by dividing the work up into these buckets, and he mentions that he’s seen more internal interest in being a part of the process. Make room to create innovative ideas.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

PeopleMetrics

MARCH 21, 2018

This is really important in the customer experience space because now the anonymity of that feedback has pretty much gone away. In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Legal 81

Legal CX Business Administration Touchpoint 81

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Yet most office environments inspire apathy, not excitement. Sean holds a Ph.D.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

Beyond Philosophy

NOVEMBER 22, 2017

Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck. Anything that preventds an employee – any employee in the organization – or detracts from delivering an optimum customer experience, must be proactively identified and rectified.

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66

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 182

Customer Experience Business Administration Customer Journey Map CX 182