PeopleMetrics

JULY 20, 2020

That’s right, you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

JULY 13, 2020

User-generated videos dominate all social media platforms, including YouTube, Facebook and Instagram. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Video is what most engages customers. The reason? Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

JULY 10, 2018

Regular customer listening enables your company to be more customer-centric by: Immediately resolving individual customer problems as soon as possible before you lose that customer and/or they spread negative word of mouth (often through social media). This is an excerpt from Listen Or Die by Sean McDade, PhD. Sean holds a Ph.D.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

MARCH 21, 2018

Today, the internet and social media and sites likes Yelp, Twitter, Facebook and TripAdvisor now allow people to provide feedback on their terms, on their time, and share it publicly. 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

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Social Media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114