2001, Customer Experience Management, Management and Strategy

5 Strategies for CX Excellence

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?". As CEO, he guides the company’s vision and strategy. Here they are!

Strategy

Strategy CEM Touchpoint Customer Centricity

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement

Measurement CEM Telecommunications Wireless

Best Practices in Communications to Improve Employee Experience

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. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience

Employee Experience Communication CEM e-support

Webinars

How To Craft Your Perfect Retail Tech Stack

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

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? As CEO, he guides the company’s vision and strategy. You're not alone.

System

System Feedback CEM Management

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Video Social Media Survey

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Customer Service Touchpoint Exercises

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Survey

Survey Net Promoter Score CEM How To

It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

JUNE 1, 2023

Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. However, now Customer Experience is the context through which people look at business. Context is everywhere.

Call Center

Call Center Retail Course Customer Experience

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

B2C

B2C B2B CEM Airlines

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS

NPS Measurement CEM Survey

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Chatbots Voice of Customer Software

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Software Feedback Call Center

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM NPS Hotels Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Customer Experience

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy. So what is a healthy survey?

Survey

Survey CEM B2C Measurement

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Telecommunications Software Analytics

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score

Net Promoter Score CEM Video Hotels

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Communication

Communication CEM Touchpoint Software

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Video Measurement Software

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group. A book for CX leaders.

Feedback

Feedback CEM Chief Customer Officer ROI

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM

CEM Touchpoint NPS Survey

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest.

Hospitality

Hospitality CEM e-support Competitive Advantage

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Touchpoint

Touchpoint Feedback CEM Call Center

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing

Marketing CEM Advertising Video

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking

Banking CEM Employee Experience Rewards Programs

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

You can yield great advantage over your competition if you maintain the mindset that the customer is in charge and you are going to adjust your feedback collection strategy accordingly. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback

Feedback CEM Video Social Media

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. In this scenario, you figure out the touchpoints and the questions to ask customers. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Tools

Tools Survey CEM ROI

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Leadership

Leadership ROI CEM How To

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Listen to your customers! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Airlines

Airlines CEM Travel Software

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Analytics

Analytics CEM Telecommunications Hotels

How to Evolve Banking Customer Experiences for Survival

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 ). Customer loyalty and customer retention are at risk. You could openly share customer reviews, and ask for more.

Banking

Banking Customer Experience How To Financial

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few). However, market research and Voice of the Customer (VoC) are not the same. As CEO, he guides the company’s vision and strategy.

CEM

CEM Marketing Advertising Study

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Topic: Alert Management.

ROI

ROI CEM Software Feedback

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. Grow alerts (also called upsell alerts ) are triggered when a customer indicates that they are interested in additional products and services from a company. As CEO, he guides the company’s vision and strategy.

CEM

CEM ROI Contact Center Survey

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. As CEO, he guides the company’s vision and strategy.

Analysis

Analysis CEM ROI e-support

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. You risk losing your best customers. That would be crazy. Final thought.

Measurement

Measurement CEM Touchpoint Video

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. As CEO, he guides the company’s vision and strategy. The single source of truth. Convergence!

CEM

CEM Marketing Voice of Customer Video

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC.

CEM

CEM How To Hotels NPS

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! This information provides the information that feeds a recognition alert that lets you immediately know when an employee has done something memorable for a customer. Topic: Alert Management.

CEM

CEM Infographics Employee Engagement Culture

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS

NPS Net Promoter Score CEM Metrics

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

Start with the customers who have the highest CLV, then proceed from there. Let’s talk about the two primary strategies companies use to respond to recover alerts: Centralized vs. Decentralized Model. In a high-end hotel, for instance, alerts often go directly to a location’s general manager. Alert Management.

Management

Management CEM Hotels Customer Centricity

15 best inspiring mission statement examples

BirdEye

MAY 17, 2023

Apple Mission statement : “Bringing the best user experience to its customers through its innovative hardware, software, and services.” Ever since the release of the iPod in 2001, Apple has been redefining the role of electronics in our lives. Files are difficult to manage, organize, and send across organizations.

Examples

Examples Innovation Sports Social Media

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Feedback

Feedback CEM Hotels Software

5 Strategies for CX Excellence

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Webinars

Trending Sources

Best Practices in Communications to Improve Employee Experience

Webinars

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

A Bonus Recommendation for Reopening Your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

How to Write a Really Bad Survey

It’s all about context stupid! Why most businesses fail to take this into account

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

A Bonus Lesson from Listen or Die

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

5 Recommendations for Reopening your VoC Program

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

The One Relationship That Determines The Success of Your VoC Program

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Introducing CX Secrets with Sean McDade

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Build Your VoC Program From Where You Are: Part 1 - Building Phase

CX Secrets: Keeping a CX Mindset

#CXSecrets: Collecting Feedback IS a Touchpoint

CX Secrets: The Importance of Aligning CX with Marketing

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

#CXSecrets: Don't Limit Feedback Opportunities

Do You Need a Survey Tool or a VoC Partner?

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

American Airlines Creating Wi-Fi Friction

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

How to Evolve Banking Customer Experiences for Survival

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

The 3 Most Valuable Types of VoC Alerts

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

CX Secrets: Not measuring CX is like not counting your money

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

How to Tie Compensation to Your VoC Program

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

Recover Alert Management - Centralized vs. Decentralized Approaches

15 best inspiring mission statement examples

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

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