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. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run.

Marketing 71

Marketing Customer Experience CEM Feedback 71

PeopleMetrics

JUNE 28, 2021

In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more. Download the chart from this video. ? ? ?. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

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? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone.

System 76

System Feedback CEM Management 76

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service. Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service Exercises 117

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. Enter something called customer lifetime value, or CLV for short. Prioritizing Action.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Empowered Customers. Everyone Wins with VoC.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

AUGUST 21, 2018

Click here to download the book. For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

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. To explore more CX lessons, click here to download your copy of Listen or Die.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

MARCH 12, 2018

In this edition of #CXSecrets , I'll explain how you can use insights from internally benchmarking against yourself within your own organization to quickly enhance your customer experience program. Watch this edition of #CXSecrets above, or click here to download the video transcript. Why internal benchmarking?

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Download the video transcript here. I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Why I'm writing Listen or Die!

CEM 70

CEM Video Measurement Software 70

Confirmit

DECEMBER 4, 2018

The number of customer service channels and touch points has increased, and creating positive and consistent experiences has become a real challenge. Powering Voice of the Customer Experience Programs. Increase wallet share : understand the key drivers that affect customer experience, loyalty and spend.

Financial 40

Financial CEM Loyalty Customer relationships 40

PeopleMetrics

JULY 10, 2018

When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. VoC gathers customer feedback during, or soon after, an experience.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. Sean holds a Ph.D.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

FEBRUARY 12, 2018

To create a Customer Experience (CX) Mindset across your organization, make yourself think like a high-end hospitality company - even if you're not one - and you'll have an incredible competitive advantage going forward. Watch this edition of CX Secrets above , or click here to download the video transcript. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title.

Analytics 79

Analytics CEM Telecommunications Hotels 79

SurveySensum

APRIL 21, 2023

Customer reviews offer valuable insights into a product’s pros, cons, and evolution. However, we found the following limitations on evaluating feedback from platforms like G2, Capterra, and Trustradius. Poor customer service Customer support is a crucial factor that builds brand trust among customers.

Survey 52

Survey Multi-Channel Analysis Tools 52

Responsetek

MAY 4, 2018

Our history of helping great brands run strong, focused Customer Experience Management (CEM) programs has shown that a strong CEM programme can enable a brand to understand customers’ needs, wants and frustrations at an absolute micro level, and in real time. Download eBook.

CEM 40

CEM Consumers Brands Automotive 40

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. Communication is one-way—customers are asked what they think about a certain issue, but there is no further communication beyond that. Voice of the Customer. Click here to download the book.

CEM 226

CEM Marketing Advertising Study 226

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Download : The Closed-Loop VoC Process Map.

ROI 83

ROI CEM Software Feedback 83

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. Watch this edition of #CXSecrets above, or click here to download the video transcript. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

APRIL 9, 2018

In this edition of #CXSecrets , we'll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies. Watch this edition of #CXSecrets above, or click here to download the video transcript.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

AUGUST 7, 2018

It can provide excellent insight into the overall relationship you have with your customers, but it falls short in measuring how well the most recent experience went. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Sean holds a Ph.D.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. solicited.

Feedback 72

Feedback CEM Hotels Software 72