PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

Let’s start with what it is not. Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. These surveys are not anonymous, and customers often have an expectation that the company will follow up based on negative feedback provided.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

JUNE 29, 2020

To do that, let’s start by understanding what motivates humans and how that impacts your VoC reopening: Maslow's Hierachy of Needs and VoC. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Gearing up to reopen? visit to retail store, hotel, customer home, etc.).

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Today, I am going to focus on a very important topic – survey health. Conclusion.

VOC 61

VOC Double-Barreled Question CEM B2C 61

Customer Bliss

AUGUST 15, 2017

She has been with Thomas Cook for nearly 15 years in very different roles, starting as a corporate lawyer focusing on cross-border Mergers & Acquisitions. In 2015 she built up the new area of Customer Experience from scratch. The maturity model looks different in different areas of a business, as you’d expect.

Legal 81

Legal CX Business Administration Touchpoint 81

PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. In this scenario, you figure out the touchpoints and the questions to ask customers. This expense will pay for itself ten times over. Check off the essentials.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. It doesn't have to be this way.

VOC 70

VOC CEM Close the Loop Business Administration 70