PeopleMetrics

JUNE 28, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

SurveySensum

JULY 25, 2019

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. Listen to the customers constantly.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

SEPTEMBER 12, 2019

When your in-location experience is different from your web experience, or when your web experience is different from the experience a customer has with your native mobile app, this inconsistent CX will create problems. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Twitter: [link].

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Sign up for more PeopleMetrics LIVE!

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

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. The 40 Lessons That Turn Customer Feedback into Gold.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? CX leaders today hold many different titles. What makes a great CX leader.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Artificial Intelligence (AI) might be useful, but what good is it if it isn’t helping customers feel any better about your brand?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

PeopleMetrics

FEBRUARY 21, 2018

There is even more room for disparity when CX lives in departments other than Marketing. Watch this edition of CX Secrets above , or click here to download the video transcript. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. The 40 Lessons That Turn Customer Feedback into Gold.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Hi everybody!

CX 70

CX CEM Business Administration Machine Learning 70

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

PeopleMetrics

MARCH 12, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 82

VOC NPS CEM CX 82

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. CX matters! You’ll also need data analysis, project management, and customer feedback analysis skills.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

PeopleMetrics

MAY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. About the Author. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Telecom Customer Journey and Experience Management Explained. The Impact of COVID-19 on Telco CX. What Role Does CX Play in European Telcos?

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Gearing up to reopen? Sean holds a Ph.D.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JUNE 4, 2019

Each relationship and each interaction provide touchpoints for VoC feedback in B2B. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JULY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

VOC 71

VOC CEM Business Administration Machine Learning 71

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

PeopleMetrics

FEBRUARY 20, 2019

PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Photo by Damian Gadal on Flickr).

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

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. Are you training your people to be empathetic to customer challenges?

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. We are talking about specific information here—customer name, email address, time/date, name of customer service representative.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

NOVEMBER 22, 2019

Some of our clients also have daily or weekly team briefings to keep everyone current with what’s going on with the customer experience and VoC. Once customer feedback via VoC begins to roll in, you are not done! Looking for creative ways to talk about CX? Communication should be ongoing. Communication must continue.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

MARCH 21, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

MARCH 30, 2017

Design is also about making the feedback experience great for the customer. Not empowering the organization to act on customer feedback: Another mistake is treating VoC like a market research study. VoC or CEM, is continuous feedback from customers either during or after an experience.

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

VOC 70

VOC CEM Close the Loop Business Administration 70

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

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

OCTOBER 29, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

OCTOBER 3, 2019

If your VoC program is more mature or you have experienced CX and VoC resources at your disposal, then an order taker that executes flawlessly makes sense. If you are just starting out or your industry has gone through rapid change, partnering with a firm that can provide expertise within CX and VoC will be well worth the investment.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

MAY 4, 2018

Check out the infographic for the rest of the results: PeopleMetrics provides CEM software and CX expertise to help companies measure, act on and improve the customer experience. Our platform ingests customer feedback from any channel, including surveys and social reviews.

CEM 48

CEM Machine Learning CX Customer Feedback 48