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

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

Basically, any company that is re-introducing human interactions with customers. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Yes and no).

CEM 121

CEM NPS Hotels Survey 121

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. Companies feel obligated to go on record as being customer-centric. Which company is going to publicly announce that they do not care about customers and what they have to say?

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

Kerry Bodine

OCTOBER 12, 2016

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. We howled didn’t have “a seat at the table.”

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

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Once VoC has begun, companies often share results with the entire organization. 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

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. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Keep in mind that if a customer had a problem, response times will be increased.

Survey 61

Survey CEM B2C Measurement 61

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. In this scenario, you figure out the touchpoints and the questions to ask customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Tools 60

Tools Survey CEM ROI 60

Think Customers

NOVEMBER 4, 2019

But the question remains: What sort of impact can auto companies expect from these efforts? Meanwhile, new players are multiplying rapidly, from ride-hailing companies and subscription-based cars to electric scooters and autonomous vehicles. Turbulent times U.S. auto sales are expected to be about 16.9 million units in 2019, a 2.5

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

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. When companies don't have a customer experience measurement program in place, to me it’s analogous of not having a Finance department. You don't know which touchpoints need improvement.

Measurement 97

Measurement CEM Touchpoint Video 97

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. As CEO, he guides the company’s vision and strategy. The single source of truth.

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. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. So in the beginning, starting this company, it was very different than today. So I'll start with you, Kirk.

Feedback 62

Feedback Customer Experience ROI Industry 62

SurveySparrow

DECEMBER 4, 2020

Earlier, businesses had to print hundreds of thousands of copies of the questionnaire, hand them over to the respondents personally, wait for them to finish their responses and then hand it over at the company. The company was started in 1999 and it serves more than 60 million customers worldwide.

Comparison 52

Comparison Survey Net Promoter Score Tools 52

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

PeopleMetrics

JULY 23, 2018

Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it. No matter how the company solicits the customer feedback, it is something that companies directly request, therefore the term.

Feedback 72

Feedback CEM Hotels Software 72