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).

Measurement 210

Measurement CEM Telecommunications Wireless 210

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

CSM Magazine

FEBRUARY 22, 2022

Customer experience is all about how the customer perceives the journey of doing business with you, which is made up of many touch points. Freshdesk (customer helpdesk software). Freshdesk is one of the best customer experience tools for IT companies. Zendesk (customer support software).

Tools 52

Tools Company Customer Experience Self Service 52

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Field Services: customers interact with a company in their home.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. About the Author.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

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.

CEM 71

CEM Video Social Media Survey 71

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

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

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

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. That is why you need to take note of the factors: Customer zone of tolerance.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

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

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

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

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

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

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. Interview the people who are delivering those fantastic experiences.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

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

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

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. Optimizing the feedback collection experience.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

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

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

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. When advertising doesn't align with experience. It leaves us feeling like "Wow - my expectations from this brand's advertising is very different than what the actual experience is.". Know Your Meme.

Marketing 67

Marketing CEM Advertising Video 67

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.

System 76

System Feedback CEM Management 76

PeopleMetrics

MARCH 21, 2018

A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. We don't receive as many of those phone calls anymore, but we do still hear from companies asking to share our recent experiences either in a way or at a time that is not convenient for us.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

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. Insist on a great experience. Photo by Phanida Bousod on Unsplash.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

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

Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. So how do you recover from a mistake with your customers? Acknowledging your emotions is key to communicating with your customer. Everyone makes mistakes. We all make mistakes.

CEM 60

CEM Policies Customer Retention Conference 60

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. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

ShepHyken

MAY 20, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. by Jeff Toister.

Customer Service 22

Customer Service CEM Employee Experience Fashion 22

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Before today, I considered the Wi-Fi experience on American to be exceptional. Listen to your customers!

Airlines 66

Airlines CEM Travel Software 66