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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?
Clarivate
MAY 30, 2023
As the business value of intellectual property (IP) continues to grow, the need to manage IP as a strategic asset is greater than ever. While 95% of senior corporate decision makers believe these intangible assets predict future strength , many organizations still fall short in their strategic IP management. In DuPont v.
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PeopleMetrics
AUGUST 21, 2018
As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.
PeopleMetrics
JULY 20, 2020
Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Customer experience should be measured the same way - continuously.
PeopleMetrics
MARCH 7, 2018
As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? Sean has over 20 years of experience helping companies measure and improve the customer experience.
PeopleMetrics
MAY 13, 2020
Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.
ShepHyken
FEBRUARY 18, 2024
Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. My Comment: Calix is a platform that companies in the cable TV and Internet industry use to help run and manage their businesses. Will AI Take Over Customer Service?
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