Business Administration, CEM and Voice of the Customer

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Communication is one-way—customers are asked what they think about a certain issue, but there is no further communication beyond that. Voice of the Customer. Let me explain.

VOC

VOC CEM Voice of the Customer Business Administration

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Sean holds a Ph.D.

VOC

VOC CEM CX Customer Feedback

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CX

CX CEM Close the Loop Business Administration

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Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company.

CEM

CEM Touchpoint Customer Service CX

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM Business Administration Machine Learning

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC B2C B2B CEM

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

The structure The book will be written in a really accessible lesson format, with 40 quick lessons about how to create a super effective Voice of the Customer program. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CX

CX CEM Business Administration Machine Learning

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Touchpoint Business Administration

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

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. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Think about this as you're designing your Voice of the Customer program. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Business Administration Machine Learning Social Media

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Customer Feedback

Customer Feedback CEM VOC Business Administration

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Sean holds a Ph.D.

CEM

CEM VOC Touchpoint Social Media

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Text Analytics

Text Analytics VOC Unstructured Data CEM

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM NPS

Tech Customer Success

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Webinars

Trending Sources

5 Strategies for CX Excellence

Webinars

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

A Bonus Recommendation for Reopening Your VoC Program

How to Write a Really Bad Survey

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Introducing CX Secrets with Sean McDade

5 Recommendations for Reopening your VoC Program

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Build Your VoC Program From Where You Are: Part 1 - Building Phase

A Bonus Lesson from Listen or Die

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

#CXSecrets: Don't Limit Feedback Opportunities

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Recover Alert Management - Centralized vs. Decentralized Approaches

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