PeopleMetrics
MARCH 7, 2018
Among our clients at PeopleMetrics, we have seen that the most successful CX leaders maintain a singular focus on improving the customer experience. Where we see people getting into rabbit holes is when they spend too much time on the actual system of feedback. That is where a majority of your time should be spent.
PeopleMetrics
DECEMBER 27, 2019
IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. They can also tell you how long someone has been a customer, how much they pay for service each month, and their billing trend over time. Contact PeopleMetrics: About the Author.
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PeopleMetrics
SEPTEMBER 12, 2019
When a customer uses a mobile app, a survey can be embedded into the app asking them to provide feedback. An interactive voice response (IVR) survey or a computer-generated survey can be used after a customer interacts with a contact center—the system directs the customer to the survey when the call is complete.
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.
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. RCA is a game changer. Set up RCA today!
PeopleMetrics
MARCH 16, 2020
These are also sometimes called service recovery alerts, problem alerts, at-risk customer alerts , or simply real-time alerts. These are all the same thing and indicate that you need to follow up with the customer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.
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. Final thought. More #CXSecrets.
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