2001 Contact Center Feedback Marketing 
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. Contact Center: an important touchpoint where customers call for more information or assistance.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time. Here they are!
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PeopleMetrics
JULY 17, 2018
A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate.
PeopleMetrics
MARCH 7, 2018
As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You need to be able to talk to leadership, the contact center, the sales force, operations, etc.
PeopleMetrics
FEBRUARY 21, 2018
Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Know Your Meme.
PeopleMetrics
JULY 23, 2018
The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. Unsolicited Feedback. solicited.
OpinionLab
DECEMBER 17, 2018
The market we made. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.
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