PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Touchpoint Customer Service Exercises 117

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?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Michelli Experience

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. In 2001 the TIKI®torch brand, popularized in the 1950’s, was purchased by Lamplight® (a family owned manufacturer of outdoor torches). TIKI® brand.

Social Media 113

Social Media Consulting Brands Customers 113

Gainsight

MARCH 6, 2020

As leaders, whether in business, our families, or our communities, we have a role to play now just as our leaders did in 2001 to help them deal with that fear. Success for All” means customer success has NEVER been more important. So your Customer Success team and their processes should now be center stage.

Airlines 126

Airlines Video Government Travel 126

Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. In 2001, he co-founded his brainchild Neolane, making him one of the early pioneers of the marketing technology industry. But merely saying that is easy.

Industry 52

Industry Leadership Analytics Marketing 52

Clarivate

OCTOBER 31, 2023

What do the years 2001, 2007, 2014, and 2022 have in common? on making these steps a reality to ensure you create the best deal for your company and customers. These years witnessed significant troughs in pharma financing, a drop in the capital markets, and an IPO window that remained firmly shut.

Innovation 52

Innovation Financial Industry Strategy 52

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”.

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Zeisler Consulting

MAY 25, 2021

I’ve written a bit about the importance of leveraging Process Engineering generally, and Lean Six Sigma in particular to the field of Customer Experience. It’s the “do something” with the VoC that differentiates a truly successful CX effort from simply a survey reporting function within your organization. I think CXers will find value here.

Course 93

Course Software Groups Training 93

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers. From the Dentist’s Chair. Marvel and DC Have Some Competition.

Customer Service 103

Customer Service Tips Entertainment eBook 103

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Maru Group

FEBRUARY 7, 2022

However, traditional financial institutions and lenders continue to fall short by failing to provide a frictionless customer experience. In a market already in flux, neobanks and financial technology firms (fintechs) are maximizing this missed opportunity by providing customers with deeply satisfying experiences from start to finish.

Financial 89

Financial Travel Banking Policies 89

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). Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

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. Research in employee e xperience shows that passionate, enthusiastic employees provide a better customer experience. Even if they can only see each other on Zoom!

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

JULY 13, 2020

Video is what most engages customers. Video captures customer feelings and emotions better than anything else. With safety being the top concern above all else, capturing how your customers felt after their experience will yield insights that you could never get from a rating question or even an open-ended question. The reason?

CEM 71

CEM Video Social Media Survey 71

Truthlab

NOVEMBER 2, 2017

In fact, I bet there’s someone over in the Agile Alliance shaking his head and saying “But we’ve been doing that forever (defined as since 2001 in Software Time).” Reading Time: 3 minutes Fail fast and pivot are not new concepts, despite the current Silicon Valley buzz around these terms.

User Experience 59

User Experience How To Software Customer Experience Design 59

Think Customers

APRIL 5, 2016

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent last year, customers were most frustrated with problem flights, including cancellations and delays. percent in 2014 to 79.9

Airlines 40

Airlines Report Customers Customer Engagement 40

Vonage

MARCH 26, 2018

Ultimately, focusing on film (its core product) instead of the value its customers enjoyed from that product (the ability to take photos) proved to be its undoing. In 2001, over six decades after its foundation, Toyota created an ideology that now shapes its entire approach to manufacturing cars. Adopting a customer-driven approach.

eBook 206

eBook Video Training System 206

Innovative CX

FEBRUARY 13, 2020

Miller originally published in 2001. Some of those results caught my eye as they pertain to customer experience namely, all of them! Some of those results caught my eye as they pertain to customer experience namely, all of them! In any customer experience transformation, change, lots of it, will be inevitable.

Customer Experience 52

Customer Experience Guidelines Customer Service Representative Policies 52

PeopleMetrics

JULY 29, 2020

And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. surveys sent to customers after an event such as a visit to a hotel, call to a support line, or a technician visit to a home) should take no more than 3 minutes to complete, ideally more like 1 minute. No bad surveys.

Survey 71

Survey Net Promoter Score CEM How To 71

Magellan Solutions

DECEMBER 11, 2023

Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. A company must show its customers that it is going in one direction. Taking Everything Into Account Magellan Solutions demonstrates the impact of strong leadership, commitment, and a customer-focused culture.

Leadership 52

Leadership Industry Call Center Culture 52

Forrester's Customer Insights

NOVEMBER 5, 2018

Employees are quitting their jobs at the fastest rate since 2001.[i] Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. i] What’s more, companies that care about […].

Employee Experience 54

Employee Experience Company Employee Engagement Brands 54

PeopleMetrics

JUNE 4, 2019

Who are your customers? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short.

B2C 122

B2C B2B CEM Airlines 122

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product.

Leadership 98

Leadership Consulting System Marketing 98

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Basically, any company that is re-introducing human interactions with customers. Now, your customers need to feel safe. Yes and no). Yes, before NPS.

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. 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. Context is everywhere. It’s our lens, our context.

Call Center 78

Call Center Retail Course Customer Experience 78

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Focus on customer effort. Ask the customer about their overall experience during their most recent visit.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

FEBRUARY 20, 2019

Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences). Real time.

CEM 94

CEM Software Feedback Call Center 94

Oracle

MAY 31, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. We all know that customer-centricity is important, but what does it take to keep the customer in mind while designing products?

Customer Centricity 45

Customer Centricity Feedback Customer Focused Customers 45

SaleMove

JUNE 11, 2020

With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. How will that help customers? In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

CEM 48

CEM Chatbots Voice of Customer Software 48

CX University

FEBRUARY 6, 2018

When the Census was taken in 2001, businesses with fewer than 500 employees contributed more than half of GDP (50.5%). Rising to the Customer Experience Challenge. Since the Millennium, small businesses have lost ground on one of their historical advantages over large corporations: their understanding of their customers.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Kayako

AUGUST 18, 2016

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails. Where to start with a job description.

Customer Service 120

Customer Service Customers Culture Customer Service Representative 120

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. 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. The Information Technology (IT) Department.

CEM 82

CEM Telecommunications Software Analytics 82

Amity

MARCH 29, 2016

Managers intuitively recognize new customer relationships should start on a positive note. Creating a beneficial customer experience, especially at the very beginning, pays dividends. Researchers have found that trust is a significant driver in customer loyalty, particularly when customers perceive buying risk.

Customer relationships 67

Customer relationships Loyalty Study Groups 67

Daniel Group

DECEMBER 19, 2019

What do you customers tell Santa that they want from you this year? Time to give gifts to show our family and friends how much they mean to us, but what about your customers? The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” 3 Ways to Increase Customer Loyalty.

Strategy 52

Strategy B2B Loyalty Social Media 52