2001 Consumers Customer Experience Management Survey 
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
JUNE 4, 2019
Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? 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. Usually 1-2.
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PeopleMetrics
MARCH 21, 2018
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. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. Put the power in customers' hands.
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. Analyzing and predicting consumer behavior (also called Big Data ) also falls into this category.
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.
PeopleMetrics
APRIL 28, 2015
Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Consumer behavior is shifting and the future role of the branch is in question. Who are our customers?
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