Business Administration CEM CX 
PeopleMetrics
FEBRUARY 13, 2018
The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. What can we learn from this?
Fonolo
MARCH 28, 2023
They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. CX matters! CX #CustomerServiceManagers Click To Tweet How Much Money Does a Customer Experience Manager Make?
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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?". Identify your CX Heroes, celebrate them and model them. Here they are!
PeopleMetrics
MARCH 1, 2018
Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. 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. Sean holds a Ph.D.
PeopleMetrics
AUGUST 31, 2018
Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Click here to download the book.
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? CX leaders today hold many different titles. What makes a great CX leader. You're not alone.
PeopleMetrics
JUNE 29, 2020
After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
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