PeopleMetrics

JULY 20, 2020

No matter what it is, ask for feedback immediately after that experience, every time, all the time. And make the survey as short as possible - 3 minutes maximum! Customer feedback should NOT be anonymous. This activity alone with make your company 10x more customer-centric. Treat your people right.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

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

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 ). You should start your customer experience improvement by: Building a complete and deep understanding of your customer base.

Banking 48

Banking Customer Experience How To Financial 48

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

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Generating Recognition Alerts.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

MAY 4, 2020

These are also the people who can benefit the most from hearing the customer’s pain and using that information to improve the experience in the future. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Alert Management.

Management 78

Management CEM Hotels Customer Centricity 78

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 72

Feedback CEM Hotels Software 72