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! Sean holds a Ph.D.

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

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

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

SurveySparrow

MARCH 10, 2020

As a marketer, you can never get over that word, can you? Today’s marketing landscape demands a marketer to be agile, up-to-speed and quick. All those time-consuming processes of sending emails, targeting potential customers etc. 10 Best Marketing Automation Software of 2020. can be simplified; through automation.

Software 52

Software Marketing ROI Multi-Channel 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

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

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

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 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

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. Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48

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

NOVEMBER 22, 2019

A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. Once customer feedback via VoC begins to roll in, you are not done! Communication should be ongoing.

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. More #CXSecrets.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

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

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. Here’s the deal.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? basically all the different parts of your company who impact the customer experience. Look familiar?

System 76

System Feedback CEM Management 76

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

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

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Touchpoints vary. The forgotten touchpoint.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

Centercode

AUGUST 20, 2020

How can companies fulfill higher customer expectations when resources are strained and the path forward is unclear? Since 2001, Centercode has helped hundreds of iconic tech companies bring amazing products to market. Let your customers drive. ” How has this disruption shifted your plans for 2020? Chat with Us.

Roadmap 98

Roadmap Company Strategy Connections 98

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

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 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

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

PeopleMetrics

MARCH 21, 2018

In this edition of #CXSecrets , I will explore the power shift in feedback collection from companies to customers, and reveal the advantages of letting your customers provide feedback any way they want, any time they want. When I first started, we would call customers on the phone - on our time - to ask them for feedback.

Feedback 82

Feedback CEM Video Social Media 82

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

NetBase

DECEMBER 4, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities. After turning down Google, Excite and @Home Network merged – and subsequently went bankrupt together in 2001. And missing out on category-defining moments in time.

Data 52

Data Analytics Social Media Trends 52

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

Helen Dewdney

NOVEMBER 6, 2020

Companies would do well to heed customers’ voices when they say they won’t return to a company due to poor service or their ethics. Victoria Sully from LyliaRose recognises that she made little impact on New Look when she boycotted them for a year for their poor customer service after querying a voucher code. Do boycotts work?

Sports 75

Sports Poor Customer Service Consumers Social Media 75

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. Unstructured customer feedback is key to unsolicited feedback as well, especially social reviews.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC).

CEM 226

CEM Marketing Advertising Study 226

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. However, data rights, access and use need to be carefully assessed and managed.

Data 40

Data Government NPS Resources 40

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

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM Touchpoint Video 97

Wired and Dangerous

MAY 15, 2021

The Public Service Stability Agreement 2013-2016 (Haddington Road Agreement) between the Government and the Public Service Unions, sets out a series of pay and productivity measures to be implemented in the Public Service over the period 2013 to 2016 ( [link] ). 2000-877 du 7 septembre 2000) and decree of 2001 (decret no.2001-410

Insurance 91

Insurance Exercises Resources Measurement 91