PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

VOC 81

VOC Legal CEM Pharmaceutical 81

PeopleMetrics

MAY 4, 2020

Following up on recover alerts is the heart of your VoC program. Why follow up? For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). Start with the facts. Then begin to create your own internal business case for VoC. Here are two to get you started: Forrester has a must-read report called “Why CX?

VOC 70

VOC CEM Close the Loop Business Administration 70

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). Let’s start with what it is not. Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services.

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Today, I am going to focus on a very important topic – survey health. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JULY 24, 2019

These people can choose to set up a bonus system for their team, but they do so as a separate program. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. , but be strategic about how you tie compensation, who you tie it to, and when you start. Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. With a value-added VoC partner, you can be confident that your program will work well from the start. — especially when building your initial program.

VOC 59

VOC CEM Business Administration Machine Learning 59

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. If you plan to lead a new VoC program, you'll learn how to start it.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54