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. Treat every customer like a house guest.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. So what is a healthy survey? It all begins with response rates. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Close the Loop 78

Close the Loop VOC CEM NPS 78