PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 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.

VOC 70

VOC CEM Close the Loop Business Administration 70

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). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? So What is VoC?

VOC 210

VOC CEM CX Customer Feedback 210

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. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82

VOC NPS CEM CX 82

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. A good transactional VoC survey can be completed in a short amount of time. In any event, transactional VoC surveys should be no more than three to five minutes under any circumstances. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. All sophisticated VoC software platforms will have a text analytics module available. Machines (Text Analytics). Sean holds a Ph.D.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

AUGUST 31, 2018

It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). A complete VoC program includes all touchpoints, including those that are product or digitally oriented. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. Sean holds a Ph.D.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JUNE 18, 2019

The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Are you measuring empathy in your VoC program? in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Are you balancing your CX technology and human investments?

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

MAY 24, 2018

It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. 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. and Chief Customer Officer 2.0.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

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! Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). Let me explain. Market Research. Voice of the Customer.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Looking for ways to tie compensation to VoC? Monetary bonus programs.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Today, customer-facing teams know when a customer has a problem, and they’re able to use workflows in their VoC software platform to close the loop. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. can all be folded into a VoC program to get answers fast. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. Without help from a VoC partner, though, the task may look daunting.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS has become so popular, and so widely used, that it truly has become the ultimate question in the VoC world. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

NPS 70

NPS Net Promoter Score VOC CEM 70

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. PeopleMetrics’ VoC software platform automatically makes the "pay it forward" process happen seamlessly. And if you focus only on recover alerts , that’s what it will be.

CEM 78

CEM VOC Business Administration Machine Learning 78

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. And a key part of making this happen is your VoC software platform. It is an absolute must. solicited.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Following up on recover alerts is the heart of your VoC program. All professional VoC software platforms have sophisticated alert management capabilities that can streamline your recover alert processes within your organization. Why follow up? Alert Management.

Close the Loop 78

Close the Loop VOC CEM NPS 78