2001, Analytics, Feedback and Measurement - Customer Experience Update

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

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? So What is VoC?

Measurement

Measurement CEM Telecommunications Wireless

5 Strategies for CX Excellence

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?". Customer experience should be measured the same way - continuously.

Strategy

Strategy CEM Touchpoint Customer Centricity

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

Touchpoint

Touchpoint Feedback CEM Customer Experience

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Touchpoint

Touchpoint Feedback CEM Call Center

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback

Feedback CEM Video Social Media

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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. Sean holds a Ph.D.

NPS

NPS Measurement CEM Survey

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Enter text analytics. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Unstructured Feedback. Unstructured feedback is key to understanding why those satisfaction levels are what they are. Machines (Text Analytics).

Analytics

Analytics CEM Telecommunications Hotels

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

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? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone.

System

System Feedback CEM Management

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. TEXT ANALYTICS: N/A. TEXT ANALYTICS: N/A. VOLUME: Small.

B2C

B2C B2B CEM Airlines

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

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.

Feedback

Feedback CEM Chief Customer Officer ROI

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Employee feedback is vital to effective communications. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Listen to your team.

Employee Experience

Employee Experience Communication CEM e-support

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Video Social Media Survey

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Now, your customers need to feel safe.

CEM

CEM NPS Hotels Survey

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Touchpoint Customer Service Exercises

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Everyone Wins with VoC. Continuous Conversations.

CEM

CEM Software Feedback Call Center

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM

CEM Video Measurement Software

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. If not, look to your company's business analytics and/or business intelligence department. They can be very helpful in connecting the dots and making sense of customer feedback. Legal & Procurement. Sean holds a Ph.D.

CEM

CEM Telecommunications Software Analytics

How to Write a Really Bad Survey

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Survey

Survey Net Promoter Score CEM How To

A Bonus Lesson from Listen or Die

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! ). Are you measuring empathy in your VoC program? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

CEM

CEM Chatbots Voice of Customer Software

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. For B2B , we see response rates as high as 50%. Watch the clock.

Survey

Survey CEM B2C Measurement

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Go to each location.

Net Promoter Score

Net Promoter Score CEM Video Hotels

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM

CEM Touchpoint NPS Survey

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Communication

Communication CEM Touchpoint Software

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

At PeopleMetrics, not only do we help our clients design a world-class VoC program, but we also help tell the story via various analytical techniques. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Tools

Tools Survey CEM ROI

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. VoC gathers customer feedback during, or soon after, an experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing

Marketing CEM Advertising Video

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Hospitality

Hospitality CEM e-support Competitive Advantage

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). You can include employees in planning company events by collecting feedback from every employee , or asking a certain dedicated employee to volunteer to help plan an event. Make it formal: write a letter.

Banking

Banking CEM Employee Experience Rewards Programs

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Leadership

Leadership ROI CEM How To

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Listen to your customers!

Airlines

Airlines CEM Travel Software

Driving Change in the Auto Industry at Volkswagen Australia

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. Power’s data and analytics division, tells CNBC. What’s more, fewer young people are inclined to earn a driver’s license compared to previous generations.

Industry

Industry Automotive Chief Customer Officer Transportation

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Voice of the Customer. The reason?

CEM

CEM Marketing Advertising Study

Top 17 Gorgias Alternatives & Competitors for 2024 (Real User Feedback)

Kustomer

FEBRUARY 29, 2024

Reporting and analytics Like most customer service software, Gorgias includes an in-built reporting and analytics feature. The software you opt for should include IAM features along with other security measures like 2FA (Two-Factor Authentication) and SSO (Single Sign-On).

e-support

e-support Feedback Multi-Channel Self Service

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement

Measurement CEM Touchpoint Video

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Sean holds a Ph.D.

ROI

ROI CEM Software Feedback

WATCH NOW: PeopleMetrics Turns 20! 3 Business Lessons from CX Entrepreneur Sean McDade PhD | PeopleMetrics LIVE!

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. I think at the time when I started, my only understanding of customer feedback was as a customer of.

Feedback

Feedback Customer Experience ROI Industry

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Marketing Voice of Customer Video

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM ROI Contact Center Survey

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM

CEM How To Hotels NPS

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Analysis

Analysis CEM ROI e-support

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

It’s important to keep in mind that NPS is a straightforward question that measures your overall relationship with your customer based on the bundle of experiences they have had with you over time. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Sean holds a Ph.D.

NPS

NPS Net Promoter Score CEM Metrics

Medallia vs SurveyMonkey: Detailed Comparison

SurveySparrow

DECEMBER 4, 2020

Online survey tools are great when it comes to collecting feedback from customers. Hearing feedback from customers and making use of their feedback is one of the best things that businesses can do if they want to achieve incredible success. . It is called closing the feedback loop. Medallia vs SurveyMonkey Templates: .

Comparison

Comparison Survey Net Promoter Score Tools

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

You should leverage positive customer feedback as well! A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

CEM

CEM Infographics Employee Engagement Culture

An Agency’s Hypothesis-Driven Web Design and Development Philosophy

Grade.us

JUNE 17, 2019

April of 2001, we re-formed the company as Orbit Media Studios, now doing websites. Right away I knew I had to learn SEO, and I had to learn analytics. Most of our clients are looking for results in the tangible, sort of analytics way, but also a lot of intangible things. My feedback to you is, " That's very common.

Banking

Banking Ecommerce Analytics Conference

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

5 Strategies for CX Excellence

Webinars

Trending Sources

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Webinars

#CXSecrets: Collecting Feedback IS a Touchpoint

#CXSecrets: Don't Limit Feedback Opportunities

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

Lesson #10: B2B VoC and B2C VoC Are Completely Different

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Best Practices in Communications to Improve Employee Experience

A Bonus Recommendation for Reopening Your VoC Program

5 Recommendations for Reopening your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Introducing CX Secrets with Sean McDade

The One Relationship That Determines The Success of Your VoC Program

How to Write a Really Bad Survey

A Bonus Lesson from Listen or Die

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Do You Need a Survey Tool or a VoC Partner?

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

CX Secrets: The Importance of Aligning CX with Marketing

CX Secrets: Keeping a CX Mindset

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

American Airlines Creating Wi-Fi Friction

Driving Change in the Auto Industry at Volkswagen Australia

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

Top 17 Gorgias Alternatives & Competitors for 2024 (Real User Feedback)

CX Secrets: Not measuring CX is like not counting your money

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

WATCH NOW: PeopleMetrics Turns 20! 3 Business Lessons from CX Entrepreneur Sean McDade PhD | PeopleMetrics LIVE!

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

The 3 Most Valuable Types of VoC Alerts

How to Tie Compensation to Your VoC Program

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

Medallia vs SurveyMonkey: Detailed Comparison

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

An Agency’s Hypothesis-Driven Web Design and Development Philosophy

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