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 225

VOC CEM Voice of the Customer Business Administration 225

PeopleMetrics

FEBRUARY 2, 2018

I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Measuring customer experience is critical to we do here at PeopleMetrics. Purchase Outside In on Amazon. Sean holds a Ph.D.

CX 69

CX CEM Business Administration Machine Learning 69

PeopleMetrics

FEBRUARY 20, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

MARCH 21, 2018

This is really important in the customer experience space because now the anonymity of that feedback has pretty much gone away. In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

JULY 13, 2020

Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Click infographic to enlarge ). Share this Image On Your Site.

CEM 77

CEM VOC Business Administration Machine Learning 77

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

APRIL 9, 2018

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. So why does the transition from market research to customer experience come so naturally to CX professionals?

VOC 70

VOC CEM Close the Loop Business Administration 70

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66

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). Market Research vs. VoC.

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

JULY 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. 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.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

JUNE 18, 2019

Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Customers want things to be easy with as little friction as possible. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. In fact, it's often the opposite. Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

MAY 4, 2020

But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. The decentralized approach puts the follow-up in the hands of the people or department that is responsible for the customer experience.

Close the Loop 77

Close the Loop VOC CEM NPS 77