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

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More #CXSecrets.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

OCTOBER 3, 2019

The CX story you tell executives must reinforce the program’s ROI. If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Tools 60

Tools Survey CEM ROI 60

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Resolving Issues = ROI. 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.

ROI 83

ROI CEM Software Feedback 83

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. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. I think at the time when I started, my only understanding of customer feedback was as a customer of.

Feedback 62

Feedback Customer Experience ROI Industry 62

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. However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert.

Analysis 87

Analysis CEM ROI e-support 87