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

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. My Comment: The stats say it’s less expensive to keep customers than to get new ones. But, what happens when the customers leave?

Customer Service 72

Customer Service Tips Fashion Call Center 72

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

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. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Conduct a communication audit.

Employee Experience 116

Employee Experience Communication CEM e-support 116

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

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

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

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

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).

CEM 94

CEM Software Feedback Call Center 94

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

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

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

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

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

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

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Get creative to get people on board.

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. The 40 Lessons That Turn Customer Feedback into Gold.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

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

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Today, we're going to talk about the Building Phase.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Most customers will not even read this, let alone answer it.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM Video Measurement Software 70

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 Customer Service Representative Culture 120

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. A frictionless and consistent customer experience is key.

Omni-Channel 52

Omni-Channel Consumers Case Study Brands 52

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. Structured Feedback. Unstructured Feedback. I have introduced a lot of terms regarding types of feedback.

Analytics 79

Analytics CEM Telecommunications Hotels 79

GlowTouch

JUNE 24, 2021

Helping companies gain business advantages, increase customer loyalty and drive operational productivity. Instead of a printed beer list, a customer gets a touch screen tablet that has the application on it already. This may be the only interaction you have with your customer; we help you get it right. Managing Partner.

Social Media 52

Social Media Roadmap User Experience Healthcare 52

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. In other words, a positive employee experience is a boost to any business’ bottom line.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Oracle

MAY 4, 2018

From customer service experience to baseball, underdog stories are powerful. In 2001, he was training with the Los Angeles Dodgers when he ended his career due to an injury. It’s not enough to be a “name” company or brand: customer conversations control the story. What can businesses learn from this story?

Customer Service 40

Customer Service Customer Experience Sports Poor Customer Service 40

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Treat every customer like a house guest. Photo by +Simple on Unsplash.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

FEBRUARY 13, 2018

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. Listen to your customers!

Airlines 66

Airlines CEM Travel Software 66

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. 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.

Tools 60

Tools Survey CEM ROI 60

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors. An orchestrating agent coordinates the different components.

System 115

System Data Travel Tools 115

Grade.us

SEPTEMBER 2, 2021

Their SaaS platform exploded in growth, growing from 3,000 customers in 2001 to 150,000+ in 2021. Their flagship product is oriented around Customer Relationship Management or CRM, but they provide various commerce, sales, marketing, and analytics tools. Research shows customers want (expect) personalization.

Customer Journeys 26

Customer Journeys CRM How To Tools 26

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Merkle

SEPTEMBER 3, 2018

Agile development has been rapidly growing in popularity in the data science world since its formal inception in 2001. The integration of data science solutions with customer-facing enterprise systems and teams needs to be planned and tested thoroughly. Feedback is good and will improve the solution.

Data 40

Data Government NPS Resources 40