PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Your company begins to become customer-centric!

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

FEBRUARY 20, 2019

PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Get creative to get people on board.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Add an “NPS Safety” question in the very beginning of the survey.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

OCTOBER 29, 2019

Most customers will not even read this, let alone answer it. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Conclusion. The effort is worth it!

VOC 61

VOC Double-Barreled Question CEM B2C 61

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Legal 81

Legal CX Business Administration Touchpoint 81

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. 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 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

MARCH 1, 2018

Could you ever imagine running your business without knowing how much money is coming in and how much money is going out? You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy.

CX 97

CX CEM Finance Touchpoint 97

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Marketing, Customer service.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

APRIL 9, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. You are living in the right time to deliver exceptional customer experiences!

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72