PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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

Experience Investigators

FEBRUARY 1, 2022

This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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]. sessions: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

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

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

Experience Investigators

AUGUST 9, 2022

That’s why CX leaders must do everything they can to be proactive about their customer experience strategy. Reactivity ruins customer experience. Three Reactive Realities for CX Programs — and Proactive Paths to Pursue. Collecting customer feedback is a piece of the puzzle.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

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

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. So, it’s been a full and fun ride.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

PeopleMetrics

APRIL 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. Balance the customer feedback. Share early successes, and develop a regular feedback rhythm. Put customer feedback on every agenda.

Customer Experience 102

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 102

Confirmit

APRIL 29, 2019

A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house.

CX 40

CX Voice of the Customer Customer Feedback Customer Experience Management 40

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Confirmit

APRIL 15, 2019

A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house.

CX 40

CX VOC Finance Voice of the Customer 40

Confirmit

AUGUST 9, 2017

Voice of the Customer dashboards are an excellent tool for sharing customer feedback and driving organizational improvements. Effectively designed dashboards help everyone in your organization understand and navigate CX data. Voice of the Customer Webinars.

Voice of the Customer 59

Voice of the Customer Customer Feedback Customer Experience Management CX 59

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

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.”. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Gearing up to reopen? Sean holds a Ph.D.

VOC 121

VOC CEM NPS Business Administration 121

SurveySensum

APRIL 5, 2022

SurveyMonkey is still a generic software that doesn’t do any better to enhance the customer feedback management process. So, if you are looking to improve CX by focusing on it in detail, then you may want to look for an end-to-end customer experience management tool and hence, the need for Surveymonkey alternatives.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX Read the full answers of the experts below.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. If we could generate one major emotional response per customer segment, what would it be? Customer understanding gives you a competitive advantage. Instead, imagine it as a garden. Image Credits.

Voice of the Customer 115

Voice of the Customer Customer Survey Customer Experience Management Customer Experience 115

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

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

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 training your people to be empathetic to customer challenges?

CEM 48

CEM VOC Business Administration Machine Learning 48

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 83

VOC CEM Touchpoint Business Administration 83

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. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

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

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 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. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

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

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

ClearAction

JULY 3, 2017

My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders. My view: Think of your internal stakeholders ’ needs carefully and make it easy for them to act on CX insights. Proactive Engagement through Data Governance.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

Voice of the Customer 54

Voice of the Customer Customer Experience Management Customer Relationship Customer Feedback 54

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? Customer experience refers to how customers perceive their interactions with your company.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176