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 82

NPS Measurement CEM Survey 82

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 48

CEM Chatbots Voice of Customer Software 48

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 94

CEM Software Feedback Call Center 94

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 121

CEM NPS Hotels Survey 121

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 91

Touchpoint Feedback CEM Customer Experience 91

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 78

Call Center Retail Course Customer Experience 78

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 82

CEM Telecommunications Software Analytics 82

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 54

Communication CEM Touchpoint Software 54

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 70

CEM Video Measurement Software 70

PeopleMetrics

OCTOBER 29, 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.

Survey 61

Survey CEM B2C Measurement 61

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 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

MAY 24, 2018

If you've been collecting customer feedback for a year or so, you'll get strategies for ramping it up. Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

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 83

CEM Touchpoint NPS Survey 83

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 86

Touchpoint Feedback CEM Call Center 86

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 67

Marketing CEM Advertising Video 67

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 82

Feedback CEM Video Social Media 82

PeopleMetrics

FEBRUARY 12, 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.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

MARCH 7, 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: Not measuring customer experience is like not counting your money. As CEO, he guides the company’s vision and strategy.

System 76

System Feedback CEM Management 76

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 70

Leadership ROI CEM How To 70

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 66

Airlines CEM Travel Software 66

PeopleMetrics

OCTOBER 3, 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.

Tools 60

Tools Survey CEM ROI 60

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 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

DECEMBER 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.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

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 79

Analytics CEM Telecommunications Hotels 79

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 48

Banking Customer Experience How To Financial 48

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 226

CEM Marketing Advertising Study 226

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.

ROI 83

ROI CEM Software Feedback 83

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 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

MARCH 16, 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 78

CEM ROI Contact Center Survey 78

PeopleMetrics

MARCH 1, 2018

Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. As CEO, he guides the company’s vision and strategy.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

MAY 28, 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.

Analysis 87

Analysis CEM ROI e-support 87

PeopleMetrics

JULY 24, 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 61

CEM How To Hotels NPS 61

PeopleMetrics

JUNE 8, 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 78

CEM Infographics Employee Engagement Culture 78

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 70

NPS Net Promoter Score CEM Metrics 70

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. If it’s business-related, Forbes has a library of resources to offer.

Examples 98

Examples Innovation Sports Social Media 98

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

Management 78

Management CEM Hotels Customer Centricity 78

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 72

Feedback CEM Hotels Software 72