PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. Contact PeopleMetrics: About the Author.

Tools 60

Tools Survey CEM ROI 60

PeopleMetrics

SEPTEMBER 12, 2019

For example, you might ask about their most recent experience with a field services representative through an email survey. For website feedback, pop-up surveys can ask the customer for feedback while they are on the website or after they leave. It will largely depend on the customer. Were there any problems?

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

FEBRUARY 20, 2019

PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

JUNE 17, 2020

No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. This is a great way to assess how customer needs and expectations has changed based on COVID-19.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

JUNE 4, 2019

SURVEY RESPONSE RATE: 15 - 30%. 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. SALES FORCE: Key touchpoint. Usually 1-2.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

MARCH 26, 2018

Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket. It can't be any longer than that when you're asking for customer feedback. Do you have time to complete a quick survey? Would you take your survey?

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. Contact PeopleMetrics: About the Author.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

MARCH 12, 2018

If you have a large organization, I can guarantee that you're going to have variability in customer experience between your very best locations (or work groups or entities) and your worst locations (or work groups or entities). Don’t just look at the customer experience survey feedback or social review feedback that you're receiving.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

MARCH 21, 2018

In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it. Put the power in customers' hands. These days, it's not good enough to only provide one way for customers to provide feedback.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

AUGUST 7, 2019

A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics. In this survey, we ask customers if the issue was resolved and if their perceptions of the company improved. Conclusion.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. And these unstructured comments are not just for solicited, transactional surveys. Enter text analytics.

Analytics 79

Analytics CEM Telecommunications Hotels 79

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. Contact PeopleMetrics: About the Author.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

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 ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 48

Banking Customer Experience How To Financial 48

PeopleMetrics

SEPTEMBER 24, 2018

To solve this, market researchers are taking advantage of VoC’s continuous flow of real-time feedback from every customer and inserting market research questions into VoC surveys for a limited period of time to get quick answers before “swapping out” for new questions. As CEO, he guides the company’s vision and strategy.

CEM 226

CEM Marketing Advertising Study 226

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. Recognize alerts. Grow alerts. Let’s explore each one. Recover Alerts.

CEM 78

CEM ROI Contact Center Survey 78

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

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. Final thought. More #CXSecrets.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues.

CEM 61

CEM How To Hotels NPS 61

ClearAction

MARCH 20, 2020

When I’ve conducted analyses that tie together disparate sources of customer insights the findings have been profound. This may be the most customer-centric work you can do in normal times, but certainly during times of crisis when it’s awkward to conduct surveys. Make it Easy.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

AUGUST 7, 2018

It can provide excellent insight into the overall relationship you have with your customers, but it falls short in measuring how well the most recent experience went. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

JUNE 8, 2020

It’s easy to identify the employees who are delivering exceptional customer experiences. First you ask in a survey, “Did anybody go out of their way to deliver an exceptional experience for you today?” You can ask the name of the employee or provide a list of names from which the customer can select.

CEM 78

CEM Infographics Employee Engagement Culture 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

PeopleMetrics

MAY 4, 2020

We’ve had clients ask us if closing the loop with unhappy customers is worth the effort. Were customers retained? In response, we created what we call a Full Circle Survey. Here is how it works: When a recover alert is resolved and closed, we reach back out to the customer with a few questions. Did their NPS score rise?

Management 78

Management CEM Hotels Customer Centricity 78