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5 Strategies for CX Excellence

PeopleMetrics

You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Strategy 163
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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

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). visit to store, call to contact center, visit to website). The following is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.

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

PeopleMetrics

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

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

PeopleMetrics

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. Contact PeopleMetrics: About the Author. We call this a moment of truth, and it is a great place to begin.

CEM 83
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CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

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

PeopleMetrics

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

System 76
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The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

When a contact center representative fails to resolve a customer issue in the expected time frame. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. When staff members are rude to customers.

CEM 78