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

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Basically, any company that is re-introducing human interactions with customers. Yes and no). Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS 82

NPS Measurement CEM Survey 82

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

Beyond Philosophy

JUNE 1, 2023

However, understanding the context in which your customer has your experience is critical to your customer strategy. 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.

Call Center 78

Call Center Retail Course Customer Experience 78

PeopleMetrics

JUNE 18, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company. Legal & Procurement. Sean holds a Ph.D.

CEM 82

CEM Telecommunications Software Analytics 82

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

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

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics. Sean holds a Ph.D.

CEM 70

CEM Video Measurement Software 70

PeopleMetrics

OCTOBER 29, 2019

So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Keep in mind that if a customer had a problem, response times will be increased. 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. To start looking inward, you must identify the best locations, work groups or entities within your organization that are delivering a fantastic customer experience.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. 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. As CEO, he guides the company’s vision and strategy.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Insist on a great experience. Photo by +Simple on Unsplash.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he 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.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

MARCH 7, 2018

basically all the different parts of your company who impact the customer experience. Among our clients at PeopleMetrics, we have seen that the most successful CX leaders maintain a singular focus on improving the customer experience. As CEO, he guides the company’s vision and strategy. Narrow your focus.

System 76

System Feedback CEM Management 76

PeopleMetrics

MARCH 21, 2018

A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. We don't receive as many of those phone calls anymore, but we do still hear from companies asking to share our recent experiences either in a way or at a time that is not convenient for us.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. Set up a suggestion program.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. It makes sense.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

FEBRUARY 13, 2018

Listen to your customers! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. They won’t let you down. Sean holds a Ph.D.

Airlines 66

Airlines CEM Travel Software 66

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. A good value-added VoC partner can also help you identify specific things you can do immediately to improve the customer experience. As CEO, he guides the company’s vision and strategy.

Tools 60

Tools Survey CEM ROI 60

PeopleMetrics

JULY 31, 2018

The image here shows an example from a telecommunications company: Text analytics can quickly identify trends in real time and at scale. By contrast, human coders might take weeks to notice that, say, the telecommunication company's pricing is an issue, as in the earlier example. As CEO, he guides the company’s vision and strategy.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). As CEO, he guides the company’s vision and strategy.

CEM 226

CEM Marketing Advertising Study 226

PeopleMetrics

MARCH 4, 2020

Today, customer-facing teams know when a customer has a problem, and they’re able to use workflows in their VoC software platform to close the loop. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC. And indeed, that's why many companies do invest. and you should too!

ROI 83

ROI CEM Software Feedback 83

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. These alerts are turned into leads to be managed by the sales team.

CEM 78

CEM ROI Contact Center Survey 78

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. It's really exciting to see these areas converging within Voice of the Customer programs.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001.

Feedback 62

Feedback Customer Experience ROI Industry 62

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

Analysis 87

Analysis CEM ROI e-support 87

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 61

CEM How To Hotels NPS 61

ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. Wise advice I received from a fellow voice-of-the-customer manager almost 30 years ago was: ask customers for inputs as often as your industry is changing and as often as your company acts on what customers have told you.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

AUGUST 7, 2018

NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. In fact, NPS is regularly reported in some quarterly results, and it has become the de facto standard for how well companies are doing with their customers. Customers who answer with a 7 or 8 are categorized as passives.

NPS 70

NPS Net Promoter Score CEM Metrics 70

BirdEye

MAY 17, 2023

A mission statement is any action-based declaration outlining the reason your company does what it does. A good mission statement provides your company with tangible, real-world purpose and benefits. Mission statements serve as the guiding light for companies to grow, build, and lead from the front. Look no further.

Examples 98

Examples Innovation Sports Social Media 98

PeopleMetrics

MAY 4, 2020

Both to save that individual customer and make systemic changes that will result in better experiences for all customers ( and fewer recover alerts). For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Management 78

Management CEM Hotels Customer Centricity 78