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

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? If you’re not investing in CX, it’s very likely that your competitors are.

CEM 122

CEM Customer Experience VOC Scorecard 122

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

JUNE 10, 2021

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

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

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

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Beyond Philosophy

APRIL 17, 2015

Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

VOE 148

VOE VOC CX CEM 148

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.”. I hope these recommendations will help you navigate the customer experience during these uncertain times. Gearing up to reopen? Sean holds a Ph.D.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

Confirmit

NOVEMBER 8, 2017

This past week, we held a Customer Experience (CX) seminar in Dallas that focused on Creating and Maintaining Executive Buy-In for CX. CX professionals also struggle to get exec buy-in and if you don’t have that from the outset, your up-hill battle becomes a trek up Mount Everest. Voice of the Customer Company.

CX 45

CX VOC CEM Voice of the Customer 45

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

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. 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

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 78

CEM VOC Business Administration Machine Learning 78

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

PeopleMetrics

JUNE 17, 2020

Another common goal is a certain percentage of surveys that contain a problem identified by a customer (in that case, the goal would be to have a score that is as low as possible). This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. Identify a Sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JUNE 18, 2019

The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience.

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

MARCH 21, 2018

Think about this as you're designing your Voice of the Customer program. 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: Use Internal Benchmarking to Quickly Enhance CX. Photo by j on Unsplash. This is a good thing! Sean holds a Ph.D.

CEM 82

CEM Business Administration Machine Learning Social Media 82

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. A book for CX leaders. Bruce Temkin , Managing Partner, Temkin Group.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. 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. Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

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

MAY 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Close the Loop 78

Close the Loop VOC CEM NPS 78

PeopleMetrics

JULY 31, 2018

Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Consider the trade-off between greater accuracy on every comment and the ability to spot key trends in real time that will help you improve CX! A Unifying Framework.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

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

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

ClearAction

JANUARY 14, 2015

Multiple Influencers : If different groups 2 in the customer company have different perspectives, how well are they understood and accommodated – not only by the account team per se, but also by other functional areas in the supplier company who could help if they were better informed? Calculation of customer lifetime value.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97