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. If you plan to lead a new VoC program, you'll learn how to start it.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

MARCH 21, 2018

You'd roll your eyes and walk over to pick it up. You'd hang up the phone and go back to the dinner table. When I first started, we would call customers on the phone - on our time - to ask them for feedback. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. With a value-added VoC partner, you can be confident that your program will work well from the start. — especially when building your initial program.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

DECEMBER 12, 2019

Start a staff appreciation program. Set up a suggestion program. This can be as simple as setting up a suggestions box or as thorough as completing company-wide questionnaires. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

PeopleMetrics

MARCH 4, 2020

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. Most importantly, they allow employees to follow up directly with the customer.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. 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

JULY 24, 2019

These people can choose to set up a bonus system for their team, but they do so as a separate program. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. , but be strategic about how you tie compensation, who you tie it to, and when you start. Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. 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

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 4, 2020

Following up on recover alerts is the heart of your VoC program. Why follow up? For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there.

Close the Loop 78

Close the Loop VOC CEM NPS 78