PeopleMetrics

MARCH 4, 2020

Today, customer-facing teams know when a customer has a problem, and they’re able to use workflows in their VoC software platform to close the loop. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC. And indeed, that's why many companies do invest. and you should too!

ROI 83

ROI CEM Software Feedback 83

PeopleMetrics

AUGUST 31, 2018

It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint 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.

CEM 71

CEM Video Social Media Survey 71

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM Case Study e-support Study 40

PeopleMetrics

MAY 28, 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.

Analysis 87

Analysis CEM ROI e-support 87

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.

Survey 71

Survey Net Promoter Score CEM How To 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. For example, in the airline industry, customers with the highest CLV are frequent fliers.

B2C 122

B2C B2B CEM Airlines 122

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

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

JUNE 29, 2020

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. Basically, any company that is re-introducing human interactions with customers. Yes and no). Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? . In part 1 we look at company culture. . So, the question remains as to whether there is anything inherently ‘wrong’ with Customer Experience Management; or whether this has more to do with the way in which it’s being conducted.

CEM 40

CEM Customer Experience Culture Customer Experience Management 40

Maru/HUB

JANUARY 17, 2018

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. billion by 2019, the customer analytics market from $1,623.2 billion in 2014 to $8.39

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. These alerts are turned into leads to be managed by the sales team.

CEM 78

CEM ROI Contact Center Survey 78

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

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. One key consideration is the lack of differentiation between transformation & management.

CEM 40

CEM Customer Experience Consulting System 40

SurveySensum

JULY 9, 2019

In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. Source: Forbes Insights). Source: PWC).

CEM 45

CEM Customer Experience Customer Experience Management Study 45

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

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Customer experience management is a discipline that’s sorely needed in every industry.

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

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.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company. Legal & Procurement. Sean holds a Ph.D.

CEM 82

CEM Telecommunications Software Analytics 82

Beyond Philosophy

NOVEMBER 24, 2014

Let’s take a closer look at each of these and how the most Customer-centric organizations use them to exceed Customer Expectations: Managing: Decisions about how to manage the emotional expectations of the Customer must be made, including which ones are most important and how this will be exceeded.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

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.

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

OCTOBER 29, 2019

So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Keep in mind that if a customer had a problem, response times will be increased. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey 61

Survey CEM B2C Measurement 61

Beyond Philosophy

NOVEMBER 10, 2014

Customers were not involved in the selection of the KPIs. 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.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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. Sean holds a Ph.D.

CEM 70

CEM Video Measurement Software 70

PeopleMetrics

APRIL 9, 2018

Before founding PeopleMetrics in 2001, I worked for a large market research company and did a variety of different market research-type programs that were really valuable. It's really exciting to see these areas converging within Voice of the Customer programs. As CEO, he guides the company’s vision and strategy.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

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. To start looking inward, you must identify the best locations, work groups or entities within your organization that are delivering a fantastic customer experience.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

Horizon CX

SEPTEMBER 30, 2013

Investment in Customer Experience is what some organizations have recently discovered and here are some key points just published by UK-based Syngro that make the case FOR Customer Experience as a strategy. How big is the risk represented by the way we currently engage with customers?

Strategy 138

Strategy CEM Customer Experience Banking 138

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. 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. As CEO, he guides the company’s vision and strategy.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. Set up a suggestion program.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

MAY 4, 2020

Both to save that individual customer and make systemic changes that will result in better experiences for all customers ( and fewer recover alerts). For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Management 78

Management CEM Hotels Customer Centricity 78

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." 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. Insist on a great experience. Photo by +Simple on Unsplash.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64