PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Discover our award-winning Customer Experience (CX) blog: [link].

Roadmap 108

Roadmap Management CEM Software 108

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. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

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? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone.

System 76

System Feedback CEM Management 76

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?.

Marketing 71

Marketing Customer Experience CEM Feedback 71

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

PeopleMetrics

JUNE 28, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. sessions: [link].

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? What's the meaning of customer experience management (CEM)? What is the purpose of customer experience management?

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys.

CEM 71

CEM Video Social Media Survey 71

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

CX Journey

SEPTEMBER 16, 2014

With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), Reputation management is an important tool in our customer experience management (CEM) coffer, but I''ve heard some companies say it''s the only tool they need to listen and to improve the customer experience. Cost less (e.g.,

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

PeopleMetrics

AUGUST 31, 2018

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 117

CEM Touchpoint Customer Service Exercises 117

PeopleMetrics

JULY 29, 2020

In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. 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.

Survey 71

Survey Net Promoter Score CEM How To 71

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM Video Measurement Software 70

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. These are the results of meticulous planning and execution by customer experience managers (CEMs). Analyze feedback for patterns, trends, and areas of improvement. #2

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. The Information Technology (IT) Department. Sean holds a Ph.D.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. 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. Go to each location.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

NOVEMBER 22, 2019

I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! Once customer feedback via VoC begins to roll in, you are not done! Communication must continue.

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

MAY 4, 2018

Check out the infographic for the rest of the results: PeopleMetrics provides CEM software and CX expertise to help companies measure, act on and improve the customer experience. Our platform ingests customer feedback from any channel, including surveys and social reviews. P.S. What did you think of this blog post?

Infographics 48

Infographics Study CEM Software 48

PeopleMetrics

JULY 10, 2018

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. VoC gathers customer feedback during, or soon after, an experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

FEBRUARY 21, 2018

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

FEBRUARY 12, 2018

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Listen to your customers!

Airlines 66

Airlines CEM Travel Software 66

Clarabridge

SEPTEMBER 1, 2015

First, healthcare insurance providers need to make sure they are listening to all sources of customer feedback. Second, it is important to aggregate all of this feedback for a big picture analysis. The segments that can be measured include the call center, managers, team leaders, and agents. This includes the executive team.

Insurance 40

Insurance Healthcare Tips CEM 40

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. However, we found the following limitations on evaluating feedback from platforms like G2, Capterra, and Trustradius. Set up notifications to address feedback to close the loop.

Survey 52

Survey Multi-Channel Analysis Tools 52

Middlesex Consulting

MARCH 5, 2018

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Event #2 – A friend of mine, Professor Gary David of Bentley University, asked me to read a new blog post and give him constructive feedback.

Customer Experience 60

Customer Experience Effort Score CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Event #2 – A friend of mine, Professor Gary David of Bentley University, asked me to read a new blog post and give him constructive feedback.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Beyond Philosophy

MAY 26, 2015

Success is not just about being clever as measured by a qualification. Negative feedback has its place, of course, but the best motivators tend to be positive. Find ways to give people positive feedback, and you will be surprised how effective a manager you become. #3: 3: None of us are as clever as all of us.

Leadership 60

Leadership CEM Course Travel 60

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Voice of the Customer. The reason?

CEM 226

CEM Marketing Advertising Study 226

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