Fonolo

MARCH 28, 2023

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.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

PeopleMetrics

JUNE 4, 2019

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

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 26, 2018

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.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

PeopleMetrics

DECEMBER 27, 2019

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

VOC Legal CEM Pharmaceutical 81

PeopleMetrics

MARCH 16, 2020

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

VOC Close the Loop CEM Business Administration 77

PeopleMetrics

MARCH 7, 2018

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

CX CEM Business Administration Machine Learning 76

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.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54