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

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]. Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Sign up for more PeopleMetrics LIVE!

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]. Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Sign up for more PeopleMetrics LIVE!

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

PeopleMetrics

JUNE 10, 2021

Measuring and managing that customer feedback is quite another! 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]. Collecting customer feedback is one thing.

Feedback 71

Feedback Management CEM Customer Centricity 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

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

Beyond Philosophy

FEBRUARY 5, 2015

Customer advocacy and brand bonding measurement. The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy. Committing to customer experience: applying the concepts. Delivering the omni-channel experience.

CEM 60

CEM Omni-Channel Training Customer Experience 60

PeopleMetrics

NOVEMBER 9, 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]. Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Sign up for more PeopleMetrics LIVE!

Marketing 71

Marketing Customer Experience CEM Feedback 71

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

PeopleMetrics

AUGUST 31, 2018

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. P.S. What did you think of this blog post? As CEO, he guides the company’s vision and strategy.

CEM 117

CEM Customer Service Touchpoint Exercises 117

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.

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

PeopleMetrics

JULY 29, 2020

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

Survey 71

Survey Net Promoter Score CEM How To 71

PeopleMetrics

FEBRUARY 2, 2018

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. P.S. What did you think of this blog post?

CEM 70

CEM Video Measurement Software 70

PeopleMetrics

SEPTEMBER 12, 2019

That’s the focus of this blog post. 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. Understanding the various touchpoints (e.g.,

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. As my fourth post in a series of nine about our Naïve to Natural assessment looking at the different parts of the organization contributing to Customer centricity, let’s take a closer look at Measurement.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 24, 2014

This technique can require detailed research including Implicit-Association Tests (IAT), which is a test that measures the strength of the association between concepts and memory, or a Functional Magnetic Resonance Imaging (fMRI), a technique for measuring brain activity in response to stimulus.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. 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 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

MARCH 12, 2018

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. P.S. What did you think of this blog post?

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward.

Strategy 138

Strategy CEM Customer Experience Banking 138

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

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

MARCH 7, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Not measuring customer experience is like not counting your money. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

System 76

System Feedback CEM Management 76

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). Identify bottlenecks or areas where customers face difficulties. #6

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

SuiteCX

FEBRUARY 18, 2020

Voice of the Customer/Survey Platform tools perform a valuable role in that they can both measure the customer in a quantitative and qualitative manner. The CEM Solution Ecosystem. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. Toolset Synergies.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. The best way to approach both your customer experience management (CEM) strategy and how you will improve the experience as a result of listening to customers is to have a clearly-defined approach in place. Measure the changes and their impact. Recalibrate and redesign as needed.

Management 158

Management CEM Culture Employee Experience 158

PeopleMetrics

MARCH 26, 2018

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. P.S. What did you think of this blog post?

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

FEBRUARY 21, 2018

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. P.S. What did you think of this blog post?

Marketing 67

Marketing CEM Advertising Video 67

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. P.S. What did you think of this blog post? Our platform ingests customer feedback from any channel, including surveys and social reviews.

Infographics 48

Infographics Study CEM Software 48

PeopleMetrics

FEBRUARY 12, 2018

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. P.S. What did you think of this blog post?

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: 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.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

MARCH 21, 2018

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. P.S. What did you think of this blog post?

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

FEBRUARY 13, 2018

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. P.S. What did you think of this blog post?

Airlines 66

Airlines CEM Travel Software 66

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 10, 2018

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. P.S. What did you think of this blog post? As CEO, he guides the company’s vision and strategy.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. When you measure satisfaction, compare your results over time to see how you are doing as it pertains to the employee experience. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 6, 2014

How do you measure the success of your Customer Experience? This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Strativity

JUNE 10, 2014

The CEM Maturity Assessment Model evaluates your company’s progress on the customer experience journey across the five core customer experience components: Customers, Employees, Strategy, Measurement, and Organization. Click here to enter to win a free Strativity CEM workshop for up to 40 people. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

Beyond Philosophy

DECEMBER 23, 2014

I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. It’s also natural to enlist protective measures protecting those bottom lines like cost-effective shipping decisions or restrictive return policies.

CEM 98

CEM eBook Social Media Customer Centricity 98