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

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

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 28, 2021

your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

PeopleMetrics

MAY 13, 2021

your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

CloudCherry

AUGUST 9, 2018

But the methods we’re using to manage the customer experience are stuck in the past. Moving customer experience into the future requires a whole new outlook on how we manage CX. In order to manage the customer experience, you need to understand, measure and improve on it. Download the free The Three Pillars e-book.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Click here to download the book. Prioritizing Action.

B2C 122

B2C B2B CEM Airlines 122

CloudCherry

DECEMBER 1, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. Most teams usually start by sending out a few ad-hoc surveys to start collecting feedback from members.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

PeopleMetrics

AUGUST 31, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 117

CEM Touchpoint Customer Service Exercises 117

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. Most teams usually start by sending out a few ad-hoc surveys to start collecting feedback from members.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

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. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Click here to download the book. Everyone Wins with VoC.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Sean holds a Ph.D.

CEM 70

CEM Video Measurement Software 70

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.

CEM 48

CEM Chatbots Voice of Customer 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. In fact, as the title of this book implies, I believe that the choice is simple—either listen to your customers or die. Click here to download the book. Here’s the deal.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. Exemplify best practices.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

AUGUST 21, 2018

Click here to download the book. For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. The 40 Lessons That Turn Customer Feedback into Gold. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. More on this later.)

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

PeopleMetrics

FEBRUARY 21, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! 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.

Marketing 67

Marketing CEM Advertising Video 67

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

Ecrion

JULY 8, 2019

They offer the most straightforward format for sharing digital materials such as books and portfolios. By using a customer experience management platform, you increase your customer’s level of engagement. As a customer experience executive, consider investing in customer experience management.

User Experience 61

User Experience Interaction Software CEM 61

Beyond Philosophy

OCTOBER 24, 2014

Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way. Colin is an international author of four best-selling books and an engaging keynote speaker.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

JANUARY 28, 2015

Request feedback. Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 60

CEM eBook Conference Customer Centricity 60

Beyond Philosophy

OCTOBER 24, 2014

Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way. Colin is an international author of four best-selling books and an engaging keynote speaker.

ROI 119

ROI CEM Consulting System 119

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

Beyond Philosophy

MARCH 23, 2015

This does not mean, however, negative feedback is never warranted. For example, when a Customer emails your manager about a shipping problem instead of you, you might say something like, “When emails go to my manager about shipping problems first, there is a delay before I hear about it making it take longer to fix the problem.

CEM 60

CEM Tips Feedback Course 60

Beyond Philosophy

MAY 26, 2015

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: Customer Experience Management (CEM) Certification Course beginning on April 20th. Registration is ending soon!

Leadership 60

Leadership CEM Course Travel 60

Middlesex Consulting

MARCH 5, 2018

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. This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Customer Experience 60

Customer Experience Effort Score CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

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. This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

Beyond Philosophy

APRIL 14, 2015

Compare the amount of time your CEO reviews Customer feedback to the time he or she reviews spreadsheets. To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample). Click here to download the book. Voice of the Customer.

CEM 226

CEM Marketing Advertising Study 226

Wootric CX Blog

JUNE 13, 2019

It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). For example, marketing managers will likely care more about engagement metrics, while executives will be focused on revenues and profit margins of the potential initiative. Book a consultative demo today. So many acronyms!

Customer Experience 69

Customer Experience Communication CEM Data 69

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy. More #CXSecrets.

Measurement 97

Measurement CEM Touchpoint Video 97

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth. Unanswered questions. Sean holds a Ph.D.

CEM 70

CEM Marketing Voice of Customer Video 70