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

CX 163

CX CEM Close the Loop Business Administration 163

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. and Chief Customer Officer 2.0.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Lumoa

FEBRUARY 6, 2018

Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Marketing, Customer service.

CX 129

CX Customer Experience Education Machine Learning 129

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. 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. Sean holds a Ph.D.

CEM 66

CEM VOC Touchpoint Social Media 66

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” Marketing, Customer service.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

MAY 28, 2020

With RCA data properly analyzed , you will be able to identify what we call systemic issues—the kind that, if improved, can make a big impact across your entire organization, not just one customer! RCA is a game changer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 87

CEM VOC Business Administration Machine Learning 87