PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Has this changed based on recent events? Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 20, 2019

Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Better Relationships. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

APRIL 9, 2018

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. The single source of truth. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JULY 10, 2018

Customer Touchpoints. I refer to these interactions as touchpoints throughout the book. VoC tells you which touchpoints are going well (a hotel’s spa, for example) and which are not (perhaps the hotel’s in-house restaurant or front desk service). Much more to come on touchpoints later. The Benefits of Customer Listening.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

OCTOBER 29, 2019

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Could you please tell us, in your own words, about your check-in experience?”

VOC 61

VOC Double-Barreled Question CEM B2C 61

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). These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment! Sean holds a Ph.D.

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Here’s how this typically works.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 59

VOC CEM Business Administration Machine Learning 59