Remove Business Administration Remove Customer Experience Management Remove Sales
article thumbnail

How to Become a Customer Experience Manager

Fonolo

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

article thumbnail

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

PeopleMetrics

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. SALES FORCE: Key touchpoint.

VOC 122
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Touchpoints will vary depending on the type of business you're in. If you're a B2B company, you may think about the first interaction prospects have with your sales team. If your business makes frequent home visits to customers, a touchpoint might be your customers' first interaction with your field reps.

article thumbnail

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 81
article thumbnail

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

Grow alerts (also called upsell alerts ) are triggered when a customer indicates that they are interested in additional products and services from a company. These alerts are turned into leads to be managed by the sales team. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 77
article thumbnail

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. basically all the different parts of your company who impact the customer experience. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CX 76
article thumbnail

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

PeopleMetrics

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.