PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JULY 29, 2020

And when I first started writing surveys, I wrote my fair share of bad ones too. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Post-transactional surveys (i.e.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC 81

VOC Legal CEM Pharmaceutical 81

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). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. Look inside at CLV to determine ROI.

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VOC CEM Close the Loop Business Administration 70

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).

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VOC CEM CX Customer Feedback 209

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Today, I am going to focus on a very important topic – survey health.

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VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. These people can choose to set up a bonus system for their team, but they do so as a separate program. Looking for ways to tie compensation to VoC?

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VOC CEM NPS Business Administration 61

PeopleMetrics

OCTOBER 3, 2019

In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. Check off the essentials.

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VOC CEM Business Administration Machine Learning 59

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. If you plan to lead a new VoC program, you'll learn how to start it.

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Customer Feedback CEM VOC Business Administration 54