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

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. Measuring Customer Experience across the Customer Journey. Bringing the three pillars together on a Customer Experience Management Platform.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

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. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Watch on YouTube. ? ? ?.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

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. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Watch on YouTube. ? ? ?.

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

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. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Watch on YouTube. ? ? ?.

Marketing 71

Marketing Customer Experience CEM Feedback 71

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

System 76

System Feedback CEM Management 76

Beyond Philosophy

FEBRUARY 5, 2015

Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management. Core concepts of customer experience and experience management. Advanced Customer Experience Management. Customer advocacy and brand bonding measurement. Seven key customer experience questions.

CEM 60

CEM Omni-Channel Training Customer Experience 60

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! CX Secrets includes exclusive bonus material from Sean's book. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM Video Measurement Software 70

CloudCherry

MARCH 19, 2019

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. A stronger CEM program can reduce unnecessary costs for the business. Reduce Costs.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

DECEMBER 1, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

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

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

PeopleMetrics

AUGUST 31, 2018

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

CEM 117

CEM Touchpoint Customer Service Exercises 117

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. Are you measuring empathy in your VoC program? Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

JUNE 4, 2019

Click here to download the book. 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. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B CEM Airlines 122

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

PeopleMetrics

FEBRUARY 20, 2019

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

CEM 94

CEM Software Feedback Call Center 94

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. Bruce Temkin , Managing Partner, Temkin Group. A book for CX leaders.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

MARCH 12, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die! 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: CX Leaders Shouldn't Focus on Managing Feedback Systems.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

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. Look out for more CX Secrets videos soon, and the book release in early 2018!

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

JULY 10, 2018

In fact, as the title of this book implies, I believe that the choice is simple—either listen to your customers or die. In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). Click here to download the book.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

MARCH 26, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 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.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

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

Beyond Philosophy

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? How do you measure the success of your Customer Experience? Why or why not? Where does your experience stop? Where does it start?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More #CXSecrets. Sean holds a Ph.D.

Marketing 67

Marketing CEM Advertising Video 67

Beyond Philosophy

DECEMBER 23, 2014

It’s also natural to enlist protective measures protecting those bottom lines like cost-effective shipping decisions or restrictive return policies. 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 98

CEM eBook Social Media Customer Centricity 98

PeopleMetrics

MARCH 21, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 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.

Feedback 82

Feedback CEM Video Social Media 82

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

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

MARCH 12, 2015

It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

PeopleMetrics

JULY 31, 2018

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

Analytics 79

Analytics CEM Telecommunications Hotels 79

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Middlesex Consulting

MARCH 5, 2018

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! 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

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! 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

OCTOBER 3, 2014

Most things seem to get measured in the revenue sense. Downie has high expectations of his team, from managers on down. He expects his managers to work extremely hard to make sure that the systems and procedures are in place to enable the experience to be excellent. On that scale, we are incredibly successful.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

MAY 26, 2015

Success is not just about being clever as measured by a qualification. 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. 3: None of us are as clever as all of us.

Leadership 60

Leadership CEM Course Travel 60

ClearAction

AUGUST 24, 2008

And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. We typically measure conscious, verbal aspects of specific product and service elements. Author Gerald Zeitman generously provides useful techniques in the mid-section of his book How Customers Think.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87