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. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

MARCH 14, 2016

A strong customer experience management solution can help you prioritize your to-do list, so you can get past analysis and get to work improving customer experience. The best customer experience management (CEM) solutions make taking action clear. CEM solutions operationalize the voice of the customer.

Customer Experience Management 79

Customer Experience Management CEM Customer Experience Voice of the Customer 79

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). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Design is also about making the feedback experience great for the customer.

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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

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

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. CX Secrets includes exclusive bonus material from Sean's book.

CX 70

CX CEM Business Administration Machine Learning 70

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 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.

VOC 121

VOC CEM NPS Business Administration 121

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

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. Over the past year, another lesson has emerged that I would like to share with you.

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. More on that in Lesson 8. Click here to download the book.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

MARCH 21, 2018

Feedback collection used to be by telephone, then it became email surveys - but now, you have to think about other ways - like sending them a text survey, or a link to a survey in a text invite, or providing an opportunity in-moment to provide feedback. Think about this as you're designing your Voice of the Customer program.

CEM 82

CEM Business Administration Machine Learning Social Media 82

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

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Communication is one-way—customers are asked what they think about a certain issue, but there is no further communication beyond that. Voice of the Customer. Let me explain.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

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

ClearAction

FEBRUARY 7, 2016

Customer Service “Wow” Versus “Ow” Interaction Bridges for Keeping Customer Commitments. Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

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

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

MAY 28, 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.

CEM 87

CEM VOC Business Administration Machine Learning 87

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

JUNE 8, 2020

You should leverage positive customer feedback as well! Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture.

CEM 78

CEM VOC Business Administration Machine Learning 78

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

ClearAction

JANUARY 14, 2015

One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this. One in four B2B firms integrates customer feedback sources; 29% more are just starting this. B2B Customer Experience Management Examples.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

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

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Time to set new customer experience goals. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience VOC Scorecard 122

PeopleMetrics

MAY 4, 2020

These are also the people who can benefit the most from hearing the customer’s pain and using that information to improve the experience in the future. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. This is not an easy call by any means.

Close the Loop 78

Close the Loop VOC CEM NPS 78