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). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints. Ready to collect feedback at every touchpoint?

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. In addition, there are several descriptions of programs from rockstar brands you will recognize. These are companies who also have significant brand loyalty.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

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 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. These inspectors travel from company headquarters to each location to check on compliance with safety and brand standards. Here’s how this typically works.

Feedback 72

Feedback CEM Hotels Software 72

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. We're measuring after a touchpoint, hopefully a "moment of truth." Sean McDade: Alright, I'll kick it off.

Feedback 62

Feedback Customer Experience ROI Industry 62

SurveySparrow

DECEMBER 4, 2020

Medallia vs SurveyMonkey: Medallia: Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.” It helps in understanding the sentiment of the user towards the brand. . With the help of SurveyMonkey, you can send NPS questions at regular touchpoints. .

Comparison 52

Comparison Survey Net Promoter Score Tools 52