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. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. If the customer answers, “Yes,” the recognize alert is triggered.

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

FEBRUARY 20, 2019

Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences). When VoC software platforms emerged, everything changed. Everyone Wins with VoC. Switching from CSAT to VoC.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. In many cases, the customer experience has completely shifted to digital modes. A Fresh Look.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. Internal stakeholders are often forgotten when creating a VoC program. Conclusion.

VOC 82

VOC Legal CEM Pharmaceutical 82

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? Conclusion.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

AUGUST 7, 2019

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. Public information is the first place to begin and often the only place to start if you have no VoC in place.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

OCTOBER 19, 2021

customer experience framework, Survey optimization, SMS survey, video feedback, customer feedback, feedback management, customer experience, voice of customer, voc, how to manage customer feedback, customer feedback strategy, how to collect customer feedback, customer feedback video, customer experience strategy, cem, voice of the customer, customer (..)

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

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. 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. A good transactional VoC survey can be completed in a short amount of time.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JUNE 10, 2021

And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

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. The single source of truth. Sean holds a Ph.D.

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. And a key part of making this happen is your VoC software platform.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. 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

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience VOC Scorecard 122

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

PeopleMetrics

NOVEMBER 9, 2021

market research, market research strategy, customer experience, cx, customer experience strategy, customer experience management, cx strategy, customer experience strategy framework, cx best practices, cx strategies, develop customer experience strategy, cem, customer focus goals, customer experience smart goals, customer experience action plan, customer (..)

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

PeopleMetrics

JULY 31, 2018

When customers provide their answer to this question, it comes in the form of a number—in this case, a 5 would indicate very satisfied with the most recent visit to the hotel, a 1 would indicate very dissatisfied , and so on. All sophisticated VoC software platforms will have a text analytics module available. Sean holds a Ph.D.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

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. How RCA Works. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again.

CX 77

CX Customer Experience CEM VOC 77

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

PeopleMetrics

AUGUST 31, 2018

Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 117

CEM Touchpoint Customer Service CX 117

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. You should leverage positive customer feedback as well! PeopleMetrics’ VoC software platform automatically makes the "pay it forward" process happen seamlessly.

CEM 78

CEM VOC Business Administration Machine Learning 78

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.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience.

Close the Loop 78

Close the Loop VOC CEM NPS 78

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

CEM 48

CEM VOC Business Administration Machine Learning 48

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

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

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The VOE is just as pertinent as the VOC, and for organizations wishing to improve their Customer Experience, an invaluable asset for specific action to take.

VOE 148

VOE VOC CX CEM 148

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Do you love CEM as much as we do? So let’s start! At the same time it is also what most companies are missing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Do you love CEM as much as we do? So let’s start! At the same time it is also what most companies are missing.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100