Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful. Educate and build an internal community.

CEM 40

CEM Tips Healthcare eBook 40

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

CEM 48

CEM Chatbots Voice of Customer Software 48

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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. Once customer feedback via VoC begins to roll in, you are not done!

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. 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

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Thinking of feedback only with regard to a survey.

Company 40

Company Customer Experience Survey B2B 40

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Company 117

Company Net Promoter Score Hospitality CEM 117

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth. Unanswered questions. It doesn't have to be this way. Convergence!

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in.

Customer Satisfaction 48

Customer Satisfaction CEM Survey Customer Experience 48

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

CEM 61

CEM How To Hotels NPS 61

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. 2) Make the case : Winning brands win the hearts of their customers. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SuiteCX

JUNE 1, 2015

Customer Experience refers to the various interactions the individual has with a company/brand over time. It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. CEM – Customer Experience Management.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. Speech analytics has you covered.

Analytics 52

Analytics Social Media CEM Effort Score 52

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60