Gainsight

MARCH 6, 2020

As leaders, whether in business, our families, or our communities, we have a role to play now just as our leaders did in 2001 to help them deal with that fear. Send more emails to the company than ever before. On that note, learn from companies like Gitlab who have always worked this way. This is the time for creativity.

Airlines 126

Airlines Video Government Travel 126

Vonage

MARCH 26, 2018

Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. The oldest public limited company in the world is Storsa Enso. Evolve or die.

eBook 206

eBook Video Training System 206

Magellan Solutions

DECEMBER 11, 2023

Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. He observed that call centers catered to Fortune 500 and 1000 companies. He recalls the early days when the company operated from a home office. The company’s original vision revolved around partnering with a U.S.-based

Leadership 52

Leadership Industry Call Center Culture 52

PeopleMetrics

JULY 17, 2018

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. So a company with 100,000 customers might hear from 500 customers total and only if they happen to have scheduled a market research study during that time frame. Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

Clarivate

MAY 30, 2023

As of 2018, intangible assets accounted for 84% of market capitalization for S&P 500 companies , compared to just 12% four decades ago. Since adopting IAS 38 Intangible Assets in 2001, the International Accounting Standards Board has made several revisions to reflect the growing importance of these assets.

Management 59

Management Financial Innovation Analysis 59

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. That means more regular one-on-ones, all hands company meetings and department meetings. As CEO, he guides the company’s vision and strategy.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. Customer service is employees at a company helping solve a customer’s need in some way, usually (but not always) around a problem or a question. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service Exercises 117

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

CEM 71

CEM Video Social Media Survey 71

ShepHyken

DECEMBER 27, 2021

And I love the closing line: “Don’t let somebody else tell your company’s story.”. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

Customer Service 71

Customer Service Tips Fashion Call Center 71

Forrester's Customer Insights

NOVEMBER 5, 2018

Companies and executives are paying attention to employee experience as never before. Employees are quitting their jobs at the fastest rate since 2001.[i] i] What’s more, companies that care about […]. There are good reasons for this attention.

Employee Experience 54

Employee Experience Company Employee Engagement Brands 54

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. It takes a company with grit and goodness in its soul.

Leadership 98

Leadership Consulting System Marketing 98

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Survey 71

Survey Net Promoter Score CEM How To 71

PeopleMetrics

JUNE 4, 2019

B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. As CEO, he guides the company’s vision and strategy. Prioritizing Action. Sean holds a Ph.D.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

FEBRUARY 20, 2019

Today, companies get more for their money with VoC. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Ideally, companies also have more money to spend on higher-value activities. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM Software Feedback Call Center 94

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. I joined the company seven years after founders Don Peppers and Martha Rogers PhD envisioned, evangelized, and popularized the concept of one-to-one relationships. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Yes and no). Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

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. Field Services: customers interact with a company in their home. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. For example, we were working for one of the cellular phone companies in the States. However, the company was treating both of these customers the same.

Call Center 78

Call Center Retail Course Customer Experience 78

Centercode

AUGUST 20, 2020

How can companies fulfill higher customer expectations when resources are strained and the path forward is unclear? Since 2001, Centercode has helped hundreds of iconic tech companies bring amazing products to market. Are there any tactics you saw successful companies adopt in the past that companies are starting to adopt now?

Roadmap 98

Roadmap Company Strategy Connections 98

Michelli Experience

AUGUST 15, 2017

In 2001 the TIKI®torch brand, popularized in the 1950’s, was purchased by Lamplight® (a family owned manufacturer of outdoor torches). Imagine being an executive at the Lamplight® company and reading the following headline in the New York Daily Press about your TIKI® brand…. TIKI® brand. Take TIKI® brand torches for example.

Social Media 113

Social Media Consulting Brands Customers 113

PeopleMetrics

DECEMBER 27, 2019

In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48

Kerry Bodine

OCTOBER 12, 2016

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

Consulting 120

Consulting Financial Conference Industry 120

Kerry Bodine

OCTOBER 12, 2016

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

Consulting 120

Consulting Financial Industry Touchpoint 120

PeopleMetrics

JUNE 17, 2020

Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.

CEM 83

CEM Touchpoint NPS Survey 83

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. Myspace was introduced on the internet signaling a new era of social media.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

PeopleMetrics

NOVEMBER 22, 2019

Once VoC has begun, companies often share results with the entire organization. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. As CEO, he guides the company’s vision and strategy. Get creative to get people on board.

Communication 54

Communication CEM Touchpoint Software 54

Daniel Group

DECEMBER 19, 2019

What are they expecting from you to remain loyal to your company? ” I illustrate how a company I used for some time failed to meet my service expectations; I didn’t get the gift of good service I expected! .” Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six.

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

What are they expecting from you to remain loyal to your company? ” I illustrate how a company I used for some time failed to meet my service expectations; I didn’t get the gift of good service I expected! .” Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six.

Strategy 52

Strategy B2B Loyalty Social Media 52

SaleMove

JUNE 11, 2020

With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

PeopleMetrics

FEBRUARY 2, 2018

We help companies figure out what customers are saying and then take action on that feedback. The audience The book is geared towards folks who are running Voice of the Customer programs for companies with titles like VP of Customer Experience, Director of Customer Experience, etc., As CEO, he guides the company’s vision and strategy.

CEM 70

CEM Video Measurement Software 70

PeopleMetrics

OCTOBER 29, 2019

When there is a problem, companies need more clarity so they can figure out how to fix it, and this requires more questions. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

MARCH 12, 2018

We all agree that external benchmarking is important, but we find that looking inward can be even more important to increasing your company's customer experience. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Why internal benchmarking?

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

MARCH 26, 2018

When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. It takes a company with grit and goodness in its soul.

Leadership 52

Leadership Consulting System Marketing 52

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. It takes a company with grit and goodness in its soul.

Leadership 52

Leadership Consulting System Marketing 52