CEM, Consulting, Customer Experience Management and Measurement

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement

Measurement CEM Telecommunications Wireless

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy

Strategy CEM Touchpoint Customer Centricity

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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.

NPS

NPS Measurement CEM Survey

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

MORE WEBINARS

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

CEM

CEM Omni-Channel Training Customer Experience

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

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. As CEO, he guides the company’s vision and strategy.

Employee Experience

Employee Experience Communication CEM e-support

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

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. As CEO, he guides the company’s vision and strategy.

CEM

CEM Video Social Media Survey

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

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. As CEO, he guides the company’s vision and strategy.

CEM

CEM Touchpoint Customer Service Exercises

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

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. As CEO, he guides the company’s vision and strategy.

Survey

Survey Net Promoter Score CEM How To

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. Now, your customers need to feel safe. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM NPS Hotels Survey

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

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. As CEO, he guides the company’s vision and strategy.

B2C

B2C B2B CEM Airlines

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

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. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Customer Experience

Introducing CX Secrets with Sean McDade

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

CEM Video Measurement Software

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! 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. As CEO, he guides the company’s vision and strategy.

Survey

Survey CEM B2C Measurement

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

This technique can require detailed research including Implicit-Association Tests (IAT), which is a test that measures the strength of the association between concepts and memory, or a Functional Magnetic Resonance Imaging (fMRI), a technique for measuring brain activity in response to stimulus.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

Customers want things to be easy with as little friction as possible. Are you measuring empathy in your VoC program? Are you training your people to be empathetic to customer challenges? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM Chatbots Voice of Customer Software

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

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. As CEO, he guides the company’s vision and strategy.

CEM

CEM Software Feedback Call Center

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

This first touchpoint is usually easy to determine—it’s where you are likely to lose customers and experience churn if you don’t get it right. Are you measuring these digital experiences and improving them? Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Touchpoint NPS Survey

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

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. As CEO, he guides the company’s vision and strategy.

CEM

CEM Telecommunications Software Analytics

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he 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. As CEO, he guides the company’s vision and strategy.

Net Promoter Score

Net Promoter Score CEM Video Hotels

The Case FOR Customer Experience as a Business Strategy

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.

Strategy

Strategy CEM Customer Experience Banking

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

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. As CEO, he guides the company’s vision and strategy.

Communication

Communication CEM Touchpoint Software

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

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: Not measuring customer experience is like not counting your money. Sean has over 20 years of experience helping companies measure and improve the customer experience.

System

System Feedback CEM Management

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he 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. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Call Center

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Leadership

Leadership ROI CEM How To

These 13 Customer Experience Practices will Improve Customer Loyalty

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. First, let's review CEM programs.

Loyalty

Loyalty CEM Customer Experience Social Media

CX Secrets: The Importance of Aligning CX with Marketing

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

Marketing

Marketing CEM Advertising Video

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

Designate successful teams and employees as office consultants. 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.

Banking

Banking CEM Employee Experience Rewards Programs

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he 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. As CEO, he guides the company’s vision and strategy.

Hospitality

Hospitality CEM e-support Competitive Advantage

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he 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.

Feedback

Feedback CEM Chief Customer Officer ROI

Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. No action on bad experience can affect the bottom line! Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Churn out customer interaction .

Feedback

Feedback Tips Net Promoter Score CEM

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

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. As CEO, he guides the company’s vision and strategy.

Tools

Tools Survey CEM ROI

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he 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. As CEO, he guides the company’s vision and strategy.

Feedback

Feedback CEM Video Social Media

6 Customer Experience Practices of Loyalty Leaders

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty

Loyalty CEM Customer Experience Social Media

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

What emotions does your current experience evoke from your Customers? How involved is senior management in your Customer Experience details? How do you measure the success of your Customer Experience? How often do you listen to what Customers have to say about your organization?

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

American Airlines Creating Wi-Fi Friction

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

Airlines

Airlines CEM Travel Software

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

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. As CEO, he guides the company’s vision and strategy.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

CEM

CEM Customer Journeys Conference Customer Centricity

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. These are operationally focused, however, and not focused on the Customer’s needs.

CEM

CEM eBook Social Media Customer Centricity

Don't Get Caught Off Guard By A Poor Customer Experience

Middlesex Consulting

OCTOBER 11, 2015

Today, the challenge is to move the game to the next level by taking an approach that links strategy, vision, measurements, technology, organization, engagement, etc., as well as to have nailed down the customers outcomes and, for the company, to strategize around this. Middlesex Consulting and DG Associates are strategic partners.

Omni-Channel

Omni-Channel Customer Journeys Customer Experience CEM

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

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. As CEO, he guides the company’s vision and strategy.

Analytics

Analytics CEM Telecommunications Hotels

Customer Experience Articles

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience

Customer Experience Customer Centricity Employee Engagement Social Media

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. It’s not just about the rational parts of the experience, like how many times the phone rings before it is answered or your hours of operation.

Customer Experience

Customer Experience eBook CEM Competitive Advantage

CX Secrets: Not measuring CX is like not counting your money

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

Measurement CEM Touchpoint Video

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

5 Strategies for CX Excellence

Webinars

Trending Sources

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

Webinars

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Best Practices in Communications to Improve Employee Experience

A Bonus Recommendation for Reopening Your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

How to Write a Really Bad Survey

5 Recommendations for Reopening your VoC Program

Lesson #10: B2B VoC and B2C VoC Are Completely Different

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Introducing CX Secrets with Sean McDade

5 Reasons Your KPIs Are Hurting Your Customer Experience

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

4 Actions to Exceed Customer Expectations

A Bonus Lesson from Listen or Die

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Build Your VoC Program From Where You Are: Part 1 - Building Phase

The One Relationship That Determines The Success of Your VoC Program

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

The Case FOR Customer Experience as a Business Strategy

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

#CXSecrets: Collecting Feedback IS a Touchpoint

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

These 13 Customer Experience Practices will Improve Customer Loyalty

CX Secrets: The Importance of Aligning CX with Marketing

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

CX Secrets: Keeping a CX Mindset

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

Do You Need a Survey Tool or a VoC Partner?

#CXSecrets: Don't Limit Feedback Opportunities

6 Customer Experience Practices of Loyalty Leaders

Why Most Customer Experience Programs Fail

American Airlines Creating Wi-Fi Friction

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Are you Irrational: 7 Questions to See If You Are Irrational?

Don’t Disappoint your Customers this Holiday Season

Don't Get Caught Off Guard By A Poor Customer Experience

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Customer Experience Articles

Philosophies to Improve Your Customer Experience in 2015

CX Secrets: Not measuring CX is like not counting your money

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