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? In this example, VoC would reveal negative customer sentiment immediately, allowing the telecommunications company to course-correct.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

MARCH 12, 2018

Of course you do! External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? 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. Is this now a digital touchpoint? Sean holds a Ph.D.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

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