PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Yes and no).

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

MARCH 16, 2020

Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Recognize Alerts.

CEM 78

CEM ROI Contact Center Survey 78

Beyond Philosophy

JUNE 1, 2023

However, understanding the context in which your customer has your experience is critical to your customer strategy. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

Call Center 78

Call Center Retail Course Customer Experience 78

PeopleMetrics

MARCH 1, 2018

Their Customer Lifetime Value going to zero. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them. Final thought.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Do they expect new ways to interact with you?

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 12, 2018

If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Treating customers like house guests can dramatically improve customer experience. Photo by +Simple on Unsplash. Think through your touch points.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

JULY 10, 2018

This is a marked departure from when all customer feedback lived in the market research department and was often confined to a handful of people within the organization. Your company begins to become customer-centric! Customer Touchpoints. I refer to these interactions as touchpoints throughout the book.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

MAY 4, 2020

If it was resolved, you can figure out the impact of that extra interaction with the customer and whether it improved the relationship. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The best practice is to follow up after the alert is closed to find out.

Management 78

Management CEM Hotels Customer Centricity 78

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

DECEMBER 12, 2019

Establish relationships between staff and upper management. Employees like to feel that they know upper management, even if they don’t work with them on a daily basis. Perhaps you’ll encourage interaction across your organization’s hierarchy by sending new employees out to lunch on their first day with your president.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

ClearAction

MARCH 20, 2020

A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. This is pure VoC because it’s customer-initiated. Customers are coming to you and saying “I was trying to do X but Y happened and Z is my consequence.” ” Wow!

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62