Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. 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. Over the past year, another lesson has emerged that I would like to share with you.

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. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

PeopleMetrics

NOVEMBER 22, 2019

Some of our clients also have daily or weekly team briefings to keep everyone current with what’s going on with the customer experience and VoC. Once customer feedback via VoC begins to roll in, you are not done! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

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

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 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. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

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

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. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Waypoint Group

MAY 18, 2016

Thinking of feedback only with regard to a survey. The humble survey has been considered a key piece of customer feedback since we came up with the idea of using it to ask people what they thought. Only focusing on positive feedback… or only focusing on negative feedback.

Company 40

Company Customer Experience Survey B2B 40

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. Convergence!

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. We call this process “ closed loop feedback management.”

Customer Satisfaction 48

Customer Satisfaction CEM Survey Customer Experience 48

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?

Company 117

Company Net Promoter Score Hospitality CEM 117

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

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

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SuiteCX

JUNE 1, 2015

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. CX – Customer Experience.

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. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. The customer isn’t always at the heart of these programmes, the organisation is.

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. What is Voice of Customer Data Analytics?

Analytics 52

Analytics Social Media CEM Effort Score 52

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60