PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. Customer service is employees at a company helping solve a customer’s need in some way, usually (but not always) around a problem or a question. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service Exercises 117

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

CEM 71

CEM Video Social Media Survey 71

PeopleMetrics

JUNE 4, 2019

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. As CEO, he guides the company’s vision and strategy. Prioritizing Action. Sean holds a Ph.D.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Survey 71

Survey Net Promoter Score CEM How To 71

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Yes and no). Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

Ian Williams

JUNE 10, 2019

In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. However there are many instances where organisations will leap headlong into ‘CEM’ before considering whether or what kind of change is needed. Is the problem Customer Experience itself or the way in which it’s being done?

CEM 40

CEM Customer Experience Consulting System 40

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

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. My Cable Company Doesn’t Get it. I’ve just had an interesting conversation with our cable company, Brighthouse. entrepreneur.com.).

Company 60

Company CEM Consulting Training 60

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. My Cable Company Doesn’t Get it. I’ve just had an interesting conversation with our cable company, Brighthouse. entrepreneur.com.).

Company 60

Company CEM Consulting Training 60

PeopleMetrics

FEBRUARY 20, 2019

Today, companies get more for their money with VoC. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Ideally, companies also have more money to spend on higher-value activities. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Field Services: customers interact with a company in their home. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

DECEMBER 27, 2019

In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

JUNE 17, 2020

Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.

CEM 83

CEM Touchpoint NPS Survey 83

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. CEM is enterprise-wide dedication to serving customer needs from their perspective. There’s a great deal to be unlearned in every company’s practices to comply with these simple truths!

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

NOVEMBER 22, 2019

Once VoC has begun, companies often share results with the entire organization. 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. As CEO, he guides the company’s vision and strategy. Get creative to get people on board.

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

AUGUST 7, 2019

If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment. You can examine your own VoC data to build out a ROI case specific to your company. Start with the facts. Conclusion.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

OCTOBER 29, 2019

When there is a problem, companies need more clarity so they can figure out how to fix it, and this requires more questions. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Designate successful teams and employees as office consultants. Set up a suggestion program.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

FEBRUARY 2, 2018

We help companies figure out what customers are saying and then take action on that feedback. The audience The book is geared towards folks who are running Voice of the Customer programs for companies with titles like VP of Customer Experience, Director of Customer Experience, etc., As CEO, he guides the company’s vision and strategy.

CEM 70

CEM Video Measurement Software 70

Beyond Philosophy

NOVEMBER 24, 2014

How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. Researching: When a company is looking to exceed emotional expectations for a customer, they need to know what their emotional expectations are for each moment in the experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

PeopleMetrics

MARCH 12, 2018

We all agree that external benchmarking is important, but we find that looking inward can be even more important to increasing your company's customer experience. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Why internal benchmarking?

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

MARCH 26, 2018

When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

Beyond Philosophy

NOVEMBER 10, 2014

Companies who don’t emphasize Customer Experience don’t involve their Customers at all in their KPIs, or if they do they only do so based on complaints. More Customer-centric companies involve Customers directly to determine what the targets should be. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

FEBRUARY 12, 2018

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. High-end hospitality companies approach their customers as guests. As CEO, he guides the company’s vision and strategy. Photo by Phanida Bousod on Unsplash.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

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. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MARCH 7, 2018

basically all the different parts of your company who impact the customer experience. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Narrow your focus. Sean holds a Ph.D.

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

MAY 24, 2018

Many companies collect customer feedback, but very few act on what they hear. Listen or Die is written primarily for CX professionals in enterprise companies who are in charge of listening to customers. As CEO, he guides the company’s vision and strategy. Listen or Die provides some great advice for closing the gap.".

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Beyond Philosophy

NOVEMBER 6, 2014

Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Companies that are more Naïve or Transactional will think that being deliberate is limited to product and process. In the past, most companies were focused on product and price as well as the brand.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Bob Hayes

AUGUST 15, 2016

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. By adopting these activities into your CEM program, you improve the probability of your success.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. Companies feel obligated to go on record as being customer-centric. Which company is going to publicly announce that they do not care about customers and what they have to say?

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. It’s difficult to review VoC data by yourself in the beginning, and to understand what is really important and tell a story about what is going on with CX within your company. Leave some things to the experts.

Tools 60

Tools Survey CEM ROI 60

Beyond Philosophy

NOVEMBER 11, 2014

Target has always been the most successful company for defining and using these patterns. Andreas Weigend, the former chief scientist at Amazon.com said in Duhigg’s article, “It’s like an arms race to hire statisticians nowadays. Mathematicians are suddenly sexy.”. Target Knows When to Target Marketing.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

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. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Airlines 66

Airlines CEM Travel Software 66