PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. You are living in the right time to deliver exceptional customer experiences!

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

MARCH 1, 2018

Could you ever imagine running your business without knowing how much money is coming in and how much money is going out? If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. That would be crazy.

CX 97

CX CEM Finance Touchpoint 97

PeopleMetrics

MAY 13, 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. About the Author. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

PeopleMetrics

JUNE 4, 2019

Each relationship and each interaction provide touchpoints for VoC feedback in B2B. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 29, 2020

In the end, getting and acting on feedback from customers on how they feel about their safety is the most important priority of any CX or VoC professional (or any business for that matter) for the foreseeable future. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 120

VOC CEM NPS Business Administration 120

PeopleMetrics

AUGUST 31, 2018

Be sure to distinguish between customer service and customer experience in your every day communication so that your team and broader organization understand the nuances and view CX holistically. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint CX 117

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

PeopleMetrics

MARCH 4, 2020

In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. Today, customer-facing teams know when a customer has a problem, and they’re able to use workflows in their VoC software platform to close the loop. Stay tuned! Ready to close the loop?

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

FEBRUARY 20, 2019

PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. If not, look to your company's business analytics and/or business intelligence department. They can be very helpful in connecting the dots and making sense of customer feedback. Legal & Procurement.

VOC 81

VOC Legal CEM Pharmaceutical 81

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. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

MARCH 21, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Print this article. More #CXSecrets.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

MAY 28, 2020

With RCA data properly analyzed , you will be able to identify what we call systemic issues—the kind that, if improved, can make a big impact across your entire organization, not just one customer! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. RCA is a game changer.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

JUNE 8, 2020

You should leverage positive customer feedback as well! 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.

CEM 77

CEM VOC Business Administration Machine Learning 77

PeopleMetrics

MAY 4, 2020

These are also the people who can benefit the most from hearing the customer’s pain and using that information to improve the experience in the future. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. This is not an easy call by any means.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

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. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. We are talking about specific information here—customer name, email address, time/date, name of customer service representative.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JULY 29, 2020

Y our customers will thank you for it! 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. No bad surveys. Contact PeopleMetrics: About the Author.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

MARCH 7, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Not measuring customer experience is like not counting your money. More #CXSecrets. Sean holds a Ph.D.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

MARCH 12, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. More #CXSecrets. Sean holds a Ph.D.

Net Promoter Score 69

Net Promoter Score CEM CX Business Administration 69

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: 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.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

DECEMBER 12, 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. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

PeopleMetrics

MARCH 16, 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. In the next blog post, I will dig into the best ways to manage these alerts. Sean holds a Ph.D.

VOC 77

VOC CEM Close the Loop Business Administration 77

PeopleMetrics

FEBRUARY 21, 2018

The 40 Lessons That Turn Customer Feedback into Gold. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. More #CXSecrets. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die!

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. 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. CX Secrets includes exclusive bonus material from Sean's book.

CX 69

CX CEM Business Administration Machine Learning 69

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Perhaps employees should focus on something other than NPS ? Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

FEBRUARY 12, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CX 63

CX Hospitality Hospitality CEM 63

PeopleMetrics

APRIL 9, 2018

It's a win-win for everyone — allowing companies to forge ahead with planning faster, giving market research more budget to explore complex questions, and deepening everyone's understanding of what matters most to customers. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

SEPTEMBER 24, 2018

VoC programs, with their continuous flow of real-time feedback from every customer (not just a sample of customers), are becoming the single source of truth for customer feedback, for both customer experience and, in some cases, market research teams. The reason? Click here to download the book.

VOC 225

VOC CEM Voice of the Customer Business Administration 225

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). So, what is CX measurement or VoC?

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

NOVEMBER 22, 2019

Some of our clients also have daily or weekly team briefings to keep everyone current with what’s going on with the customer experience and VoC. Once customer feedback via VoC begins to roll in, you are not done! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. More on that in Lesson 8. Click here to download the book.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

AUGUST 7, 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. Wondering how to get leadership buy-in for VoC? Contact PeopleMetrics: About the Author.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 29, 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. The effort is worth it! Boost your survey health! Contact PeopleMetrics: About the Author.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

AUGUST 7, 2018

For more about NPS (plus a bonus checklist), fill out the form below: 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. Click here to download the book.

NPS 70

NPS Net Promoter Score VOC CEM 70

PeopleMetrics

OCTOBER 3, 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. Ready to tell your VoC story? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 59

VOC CEM Business Administration Machine Learning 59