PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Do they expect new ways to interact with you? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 12, 2018

If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Start by thinking about how your customer would feel interacting with your company at any given point in time. Photo by +Simple on Unsplash. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. When advertising doesn't align with experience. Sean holds a Ph.D.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. More on that in Lesson 8. Customer Touchpoints.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

DECEMBER 12, 2019

Perhaps you’ll encourage interaction across your organization’s hierarchy by sending new employees out to lunch on their first day with your president. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

MARCH 1, 2018

Touchpoints are simply ways that you interact with customers. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Churning them.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

MARCH 16, 2020

Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Recognize Alerts. Sean holds a Ph.D.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

JUNE 8, 2020

In a law firm, for instance, the partners are front stage, interacting with clients, while the assistants and paralegals are backstage, making those partners successful in the eyes of the client. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

AUGUST 7, 2018

NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

MAY 4, 2020

If it was resolved, you can figure out the impact of that extra interaction with the customer and whether it improved the relationship. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. If it wasn’t resolved, you have an opportunity to make it right.

Management 78

Management CEM Hotels Customer Centricity 78