PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. Have you checked Twitter and Facebook lately?

CX 163

CX CEM Close the Loop Business Administration 163

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

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. Unanswered questions. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

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