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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).
PeopleMetrics
MAY 13, 2020
As a manager or executive, your communication skills must be especially sharp in the world of COVID-19. People don’t just want connection now, they need it. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. To set a good example, communicate and do it often. About the Author.
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PeopleMetrics
JUNE 29, 2020
The theory is that humans have basic needs that must be satisfied first (such as food, security, and safety) before higher order needs are considered or relevant (such as happiness, interpersonal connections, and accomplishment). Now, your customers need to feel safe. Contact PeopleMetrics: About the Author.
PeopleMetrics
DECEMBER 27, 2019
They can also tell you how long someone has been a customer, how much they pay for service each month, and their billing trend over time. As the lead of the customer experience team, you have to be multi-functional, with the right mindset and communication skills to connect with different personalities.
PeopleMetrics
JUNE 17, 2020
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. Connect The Dots. Contact PeopleMetrics: About the Author.
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.
PeopleMetrics
JULY 24, 2019
Awards and public recognition go far , especially when they’re attached to an experience such as a trip or a night out. These incentives are typically connected to programs that are focused on recognition alerts rather than NPS or overall customer satisfaction. This is an amazing way to motivate and incentivize the front line!
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