PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). But be strategic about how you do it. Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Monetary bonus programs.

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CEM How To Hotels NPS 61

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. Over the past year, another lesson has emerged that I would like to share with you.

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PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group.

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PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! Users need to know how to log in to your VoC software platform and how to handle customer complaints about a recent experience. It’s also important that they know what they are authorized to do to save the customer. Communication must continue.

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