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?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Listen to your team.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Kayako

AUGUST 18, 2016

To ensure that you write a description that attracts candidates who will fit your culture and achieve your team’s goals, take your time. For example, if your company is laid back and strives to create a “work hard, play hard” company culture, your post shouldn’t be stiff and formal. You can trace us back to 2001.

Customer Service 120

Customer Service Customers Customer Service Representative Culture 120

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. That’s customer-centricity.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

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.

Feedback 62

Feedback Customer Experience ROI Industry 62

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. I completed my engineering in 2001, majoring in Electronics.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. You should leverage positive customer feedback as well! Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. Set up a recognition program today!

CEM 78

CEM Infographics Employee Engagement Culture 78