PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. SALES FORCE: Key touchpoint. SURVEY RESPONSE RATE: 15 - 30%. Who are your customers? SOCIAL: N/A.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

JULY 23, 2018

In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback). The core of most VoC programs, solicited transactional surveys reach out to customers during or immediately after an experience. It is an absolute must. Here’s how this typically works.

Feedback 72

Feedback CEM Hotels Software 72

SurveySparrow

DECEMBER 4, 2020

Online survey tools are great when it comes to collecting feedback from customers. There was a time when conducting surveys was a time-consuming process, but thankfully, that is not the case anymore, thanks to technology. Online surveys are stress-free for everyone, starting from the respondent to the business.

Comparison 52

Comparison Survey Net Promoter Score Tools 52

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. We're measuring after a touchpoint, hopefully a "moment of truth." Sean McDade: Alright, I'll kick it off.

Feedback 62

Feedback Customer Experience ROI Industry 62

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40