PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. Watch this edition of #CXSecrets above, or click here to download the video transcript. The power of the feedback mechanism has shifted from the company to the customer.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

APRIL 30, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?.

Customer Experience 133

Customer Experience CEM Employee Engagement Tips 133

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? Watch this edition of #CXSecrets above, or click here to download the video transcript.

System 76

System Feedback CEM Management 76

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

PeopleMetrics

JULY 13, 2020

In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Video is what most engages customers. User-generated videos dominate all social media platforms, including YouTube, Facebook and Instagram. What is the best way to incorporate video into your surveys?

CEM 71

CEM Video Social Media Survey 71

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. Watch on YouTube. ? ? ?.

Marketing 71

Marketing Customer Experience CEM Feedback 71

PeopleMetrics

MAY 13, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?.

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

PeopleMetrics

JUNE 28, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

ViiBE Blog

AUGUST 17, 2021

Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? What's the meaning of customer experience management (CEM)? CEM can sustainably turn your customers into brand ambassadors.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. Download the video transcript here. Why I'm writing Listen or Die!

CEM 70

CEM Video Measurement Software 70

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint Exercises 117

PeopleMetrics

MARCH 12, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die!

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

SurveySparrow

OCTOBER 12, 2020

With this software, you can collect data, measure employee performance , create assessment reports, easily. . 360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Share feedback and ideas. Video conferencing. Airtable CRM vs SurveySparrow CEM.

CEM 52

CEM Net Promoter Score CRM NPS 52

PeopleMetrics

APRIL 9, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

FEBRUARY 21, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. When advertising doesn't align with experience.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

FEBRUARY 12, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. As CEO, he guides the company’s vision and strategy.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. Customer experience management ( CEM ) is also another way to refer to this methodology. Customer feedback can also be properly analyzed within the context of the business now, as it’s linked to other relevant business data.

NPS 72

NPS Net Promoter Score CEM Social Media 72

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Clarabridge. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

APRIL 21, 2023

However, we found the following limitations on evaluating feedback from platforms like G2, Capterra, and Trustradius. Inability to capture video responses All of these drawbacks have led users to look for an alternative to Formstack Forms. Set up notifications to address feedback to close the loop.

Survey 52

Survey Multi-Channel Analysis Tools 52

SurveySparrow

OCTOBER 25, 2019

Think about how often do you conduct customer feedback surveys ? Collect Customer Feedback at Regular Intervals. Let’s assume that you have been dealing with a client for quite some time now but you have not taken any feedback from them. Ask for feedback from your customers during every stage of the interaction.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?

CEM 52

CEM Customer Success Management Customers 52

ReviewTrackers

AUGUST 6, 2020

The ReviewTrackers Academy’s Customer Experience Management Training and Certification starts with an in-depth background of CEM, examples of corporate success, and the metrics behind that success. The Google Analytics Academy offers free lessons and certification from Google measurement experts. Google Analytics Academy. Cost: Free.

Course 114

Course Marketing Social Media Advertising 114