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). Market Research vs. VoC. Sean holds a Ph.D.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

JULY 20, 2020

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

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

SEPTEMBER 12, 2019

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.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

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? You need to be able to talk to leadership, the contact center, the sales force, operations, etc.

System 76

System Feedback CEM Management 76

PeopleMetrics

JUNE 17, 2020

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

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 21, 2018

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.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. These alerts are turned into leads to be managed by the sales team. Contact PeopleMetrics: About the Author.

CEM 78

CEM ROI Contact Center Survey 78