Clarivate

MAY 30, 2023

In a survey of 215 corporate leaders in roles relating to innovation and R&D, only 6% of CEOs were satisfied with their innovation performance. Only 11% of survey respondents considered their organization to be at a stage of innovation maturity, with well-integrated business practices.

Management 59

Management Financial Innovation Analysis 59

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Add an “NPS Safety” question in the very beginning of the survey. Safety is everything these days, so get to it right away in your survey. Your FIRST survey question should be: “Overall, how safe did you feel when visiting [x]?”

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

OCTOBER 3, 2019

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. Check off the essentials. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

Tools 60

Tools Survey CEM ROI 60

PeopleMetrics

SEPTEMBER 12, 2019

For example, you might ask about their most recent experience with a field services representative through an email survey. For website feedback, pop-up surveys can ask the customer for feedback while they are on the website or after they leave. If your primary customers are millennials, they might prefer a text message survey.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Zeisler Consulting

MAY 25, 2021

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’ve written a bit about the importance of leveraging Process Engineering generally, and Lean Six Sigma in particular to the field of Customer Experience. I think CXers will find value here.

Course 93

Course Software Groups Training 93

PeopleMetrics

JUNE 17, 2020

No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Everyone Wins with VoC. Continuous Conversations. Empowered Customers.

CEM 94

CEM Software Feedback Call Center 94

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. My Comment: Don’t be afraid of customer complaints. Embrace them! My Comment: In Arthur C.

Customer Service 71

Customer Service Tips Fashion Call Center 71

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

PeopleMetrics

JUNE 4, 2019

SURVEY RESPONSE RATE: 15 - 30%. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. SALES FORCE: Key touchpoint. Only for large-ticket B2C items. DECISION MAKERS AS PART OF THE PROCESS: Many. Usually 1-2. TRANSACTION SIZE: Expensive / big. Smaller / marginal.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

MARCH 26, 2018

Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket. Do you have time to complete a quick survey? Would you take your survey? It can't be any longer than that when you're asking for customer feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

OpinionLab

DECEMBER 17, 2018

Founded in 2001, ForeSee developed a methodology to connect the digital experience to the bottom line through evaluative post-transaction surveys. Organizations are moving their focus from surveys to conversations that seek deeper understanding of customer interactions through automation.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. Need help wrangling internal stakeholders?

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

MARCH 21, 2018

In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

AUGUST 7, 2019

A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics. In this survey, we ask customers if the issue was resolved and if their perceptions of the company improved. Conclusion.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Exemplify best practices. Let's say you're a hotel. Go to each location.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

Strativity

JANUARY 6, 2023

Out of the twelve QSR brands surveyed for Material’s inaugural Fidelity Index , which analyzed 24,000 US consumers across 27 categories and 165 brands, only two QSRs (both pizza brands) made the top quartile of the index. On average, financial performance for High Fidelity brands is 3.5x greater than Low Fidelity brands. .

Omni-Channel 52

Omni-Channel Consumers Case Study Brands 52

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%). They spend significant resources to glean information about what we want, using Big Data, customer surveys, focus groups, and more. How many of you scan QR codes to access feedback surveys? Produce 44.5%

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

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. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Beyond Philosophy

JANUARY 27, 2022

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies). Make use of data already collected.

Marketing 37

Marketing Survey Analysis Social Media 37

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Eptica

MARCH 31, 2016

Since 2001 Eptica has evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to emails, Twitter, Facebook and web chat. Over half (53%) of the companies were stuck between 40-70% successfully delivered answers.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Think Customers

NOVEMBER 4, 2019

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. EX=CX So, in addition to surveying its customers, Volkswagen Australia created a survey program for dealership employees.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 48

Banking Customer Experience How To Financial 48

PeopleMetrics

SEPTEMBER 24, 2018

To solve this, market researchers are taking advantage of VoC’s continuous flow of real-time feedback from every customer and inserting market research questions into VoC surveys for a limited period of time to get quick answers before “swapping out” for new questions. As CEO, he guides the company’s vision and strategy.

CEM 226

CEM Marketing Advertising Study 226

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. So why don't we go around and have you all introduce yourselves to everyone - and say what year you joined the team.

Feedback 62

Feedback Customer Experience ROI Industry 62

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

CEM 78

CEM ROI Contact Center Survey 78

Centercode

OCTOBER 22, 2019

Throughout the month, we’ve been looking at best practices for writing surveys — from avoiding psychological biases to tips for keeping your data squeaky clean. As survey pros themselves, they shared their thoughts on what makes a well-written survey and tips for maintaining engagement. Going into a survey without a plan.

Meeting 58

Meeting Management Survey Tips 58

SurveySparrow

DECEMBER 4, 2020

Online survey tools are great when it comes to collecting feedback from customers. There was a time when conducting surveys was a time-consuming process, but thankfully, that is not the case anymore, thanks to technology. Online surveys are stress-free for everyone, starting from the respondent to the business.

Comparison 52

Comparison Survey Net Promoter Score Tools 52

SurveySparrow

JULY 9, 2021

A few months ago, a survey from a grocery delivery app had asked her if she preferred normal eggs or the free-range ones. They are constantly shifting, and one survey taken years ago is not going to give you an accurate picture of the shifts in trends. At times, a one-off survey simply isn’t enough to give you the data you need.

Study 52

Study Examples Survey Trends 52

PeopleMetrics

JULY 24, 2019

Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues. And what about your basic survey health? Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score.

CEM 61

CEM How To Hotels NPS 61

Help Scout

JUNE 24, 2021

Kayako originally set out in 2001 to make a more usable help desk. FreshDesk also offers a few more features like advanced reporting and the ability to send customer satisfaction surveys (CSAT) when a ticket is closed, but these two features are only offered on their higher-tiered plans. Price : Starting at $20 per agent per month.

Tools 84

Tools Self Service Knowledge Base How To 84

ClearAction

MARCH 20, 2020

This may be the most customer-centric work you can do in normal times, but certainly during times of crisis when it’s awkward to conduct surveys. Answering their follow-up survey doesn’t factor into my bandwidth. Then we had a triple crisis in 2001: dot-com bubble burst, Y2K aftermath, and 9-11. Make it Easy.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

MARCH 1, 2018

If you don’t know what your customers' experience is every day - and when I say “know,” I mean reaching out to your customers via a survey or some other means after each experience - then you don't know whether your best customers are having great experiences. You risk losing your best customers.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

NPS 70

NPS Net Promoter Score CEM Metrics 70