PeopleMetrics

AUGUST 21, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. This is an excerpt from Listen Or Die by Sean McDade, PhD. Here are 3 ways you can measure the most recent customer experience alongside NPS: Ask how satisfied the customer was with their last experience. Click here to download the book.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! And their feedback should always be available in real-time.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

APRIL 30, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 133

Customer Experience CEM Employee Engagement Tips 133

PeopleMetrics

JULY 10, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. The Benefits of Customer Listening. But what does that exactly mean? It starts and ends there.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

Beyond Philosophy

JANUARY 2, 2019

However, if that happens, I worry Customer Experience as a movement will die. You could send them our podcast , have your coworkers listen to other podcasts or watch videos about Customer Experience. If this continues, I am sure the investment in resources and money dedicated to the effort will stop—and rightly so.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Wired and Dangerous

APRIL 6, 2020

There has been much written about the necessity of good listening as a precursor to delivering great service. We believe you cannot get to great service without great listening! you can differentiate your service with great listening to form a strong personal connection. Are you using the customer’s name every time?

Connections 127

Connections Conference Consulting Communication 127

PeopleMetrics

APRIL 15, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Survey 118

Survey Net Promoter Score Voice of Customer Measurement 118

PeopleMetrics

OCTOBER 19, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. We also provide you with the free downloadable chart used in this session (click on the tablet image below video OR in YouTube description to download). Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Video 118

Video Feedback Survey CEM 118

PeopleMetrics

DECEMBER 17, 2020

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 62

Customer Experience Touchpoint Measurement Tips 62

ShepHyken

OCTOBER 9, 2018

Listen To Your Customers… Or Die. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Simply listening to your customers isn’t enough. Shep Hyken sits down with Sean McDade.

Customer Centricity 102

Customer Centricity Competitive Advantage Touchpoint Feedback 102

Helen Dewdney

MAY 22, 2023

Listen to more The Complaining Cow Consumer Show interviews. Listeners to the show can get 15% off How to Complain: The Essential Consumer Guide to Getting Refunds, Redress & Results! She picked up lots of high quality items from local charity shops, many of which were unworn with their original tags still intact! See Contact.

Fashion 53

Fashion Consumers Groups How To 53

Storyminers

DECEMBER 1, 2020

Like most first-of-a-kind concepts, the right parts get replicated to other locations, and the not-so-good ones die quietly (and inexpensively). Better yet, listen for how they want to see you and design for that. Long-time service innovator Starbucks (SBUX) opened digital-order-only stores in Beijing and Shanghai. Implications.

Exercises 162

Exercises Customer Experience Design Analysis Sales 162

PeopleMetrics

FEBRUARY 25, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Roadmap 108

Roadmap Management CEM Software 108

PeopleMetrics

JULY 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. 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. There is gold in each comment that customers share with you. Let's dig right in.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

SEPTEMBER 12, 2019

If you want a consistent omnichannel experience, make sure you are listening to your customers in each channel! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact Center: an important touchpoint where customers call for more information or assistance. Conclusion.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Michelli Experience

NOVEMBER 8, 2016

Prior to his father’s death, Wayne and his dad made a pact to listen to the play-by-play of the Cubs when they made it to the World Series. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. Wayne delivered on that promise.

Advertising 214

Advertising Brands Examples Meeting 214

PeopleMetrics

MAY 13, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

PeopleMetrics

JUNE 28, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

Optimove

MAY 29, 2023

9 Marketing Practices That Need to Die in 2023 To break through the clutter, these are the things marketers absolutely must stop doing in 2023: Not using data. Spray and Pray is the polite way of saying “you are shouting into the void, and nobody’s listening to what you have to say.” The same goes for your marketing efforts.

Marketing 52

Marketing Customer Journeys Consumers CRM 52

PeopleMetrics

MAY 13, 2020

Listen to your team. Listen to your team. We’ve all heard that true communication is a two-way street, but as managers, it can be difficult to turn off the bullhorn and actually listen to employees. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. About the Author.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

MAY 27, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Survey 71

Survey Customer Experience Customer Centricity Voice of Customer 71

PeopleMetrics

NOVEMBER 9, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Marketing 71

Marketing Customer Experience CEM Feedback 71

PeopleMetrics

DECEMBER 27, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The minimum support that you actually you need from IT is something called a flat file. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company. The Analyst.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

JUNE 10, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Feedback 71

Feedback Management CEM Customer Centricity 71

CSM Magazine

DECEMBER 18, 2023

What You Can Do About It In today’s increasingly technological world, companies live and die by online reviews; and I am not just referring to Yelp or Google reviews (though those matter, too). Listen to your customers and adjust your practices. Customer Service should be a human experience. 66 percent of U.S. This is a win-win.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

PeopleMetrics

JUNE 17, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

NOVEMBER 19, 2020

Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Voice of Customer 62

Voice of Customer Tips Measurement Survey 62

PeopleMetrics

NOVEMBER 11, 2020

Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 62

Customer Experience Customer Service Touchpoint Tips 62

PeopleMetrics

MARCH 18, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Survey 62

Survey Customer Experience How To Voice of Customer 62

Experience Investigators by 360Connext

APRIL 17, 2017

Or maybe it’s an arbitrary process that needs to die. But they have so much to tell us if we’re just willing to listen! But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.

Policies 215

Policies Feedback Call Center Customers 215

PeopleMetrics

NOVEMBER 4, 2020

Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Voice of Customer 62

Voice of Customer Marketing Customer Centricity Tips 62

PeopleMetrics

AUGUST 24, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Strategy 62

Strategy Customer Centricity Metrics Customer Experience Management 62

Beyond Philosophy

DECEMBER 10, 2018

My first thought was that I didn’t die during the procedure, so he must have done a fine job. An important principle in both marketing and customer experience is that you should listen to your customers. By listening to what your customers are saying on social media, you also find out about issues quickly. Survey Overload.

Social Media 158

Social Media Hospitality Survey Airlines 158

PeopleMetrics

NOVEMBER 22, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. Communication should be ongoing.

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

JANUARY 21, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Journeys 62

Customer Journeys Touchpoint Exercises Measurement 62

PeopleMetrics

OCTOBER 29, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Here are a few tips for increasing response rates: Transactional VoC surveys should also be compatible with mobile devices, allowing respondents to answer the survey anywhere. Survey questions cannot be redundant or confusing.

Survey 61

Survey CEM B2C Measurement 61

ThriveableBiz

NOVEMBER 13, 2023

In Jack Trout & Steve Rivkin’s classic book “ Differentiate Or Die ” they say … “In order to reinvent the idea of a unique selling proposition (or USP) and differentiate their products from competitors’, companies must move away from differentiation based solely on product, and engage consumers in ways that truly reach them.”

Innovation 52

Innovation Entertainment Customers Customer Focused 52