PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ?

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Video is what most engages customers. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

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. They can be very helpful in connecting the dots and making sense of customer feedback.

VOC 82

VOC Legal CEM Pharmaceutical 82

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. Discover our award-winning Customer Experience (CX) blog: [link].

CX 77

CX Customer Experience CEM VOC 77

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

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. Here are two to get you started: Forrester has a must-read report called “Why CX? Start with the facts.

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

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

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

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

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. If providing feedback takes longer than the actual customer experience, you have a major problem! So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

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

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

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences.

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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 measuring empathy in your VoC program? Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

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

CX Journey

MAY 23, 2018

Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Remember the old Gartner stat: 95% of companies collect customer feedback. Why don't companies act on the feedback or close the loop with customers?

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

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). Voice of the Customer. Let me explain.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

CX Journey

JANUARY 19, 2017

Without them, your customer experience will be stuck in the same rut it's always been in. Take your customer feedback, and do something with it. A few proximate posts include: What Role Does Intuition Play in Customer Experience Is Proactive Customer Service Still a Moment of Truth?

CEM 46

CEM Innovation VOC Customer Feedback 46

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. Set up notifications to address feedback to close the loop. Set up notifications to address feedback to close the loop. Analyze feedback data in real-time.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

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. Sean holds a Ph.D.

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? Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

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

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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. Contact PeopleMetrics: About the Author.

CEM 87

CEM VOC Business Administration Machine Learning 87

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

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! You’re basically connecting the customer experience with employee engagement. Sean holds a Ph.D.

CEM 78

CEM VOC Business Administration Machine Learning 78

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

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? That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

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. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

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. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

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

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. The ROI customer experience. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience VOC Scorecard 122

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