PeopleMetrics

MARCH 21, 2018

You'd roll your eyes and walk over to pick it up. You'd hang up the phone and go back to the dinner table. I’ve been in this business for a long time. When I first started, we would call customers on the phone - on our time - to ask them for feedback. Put the power in customers' hands.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. Following up on recover alerts is the heart of your VoC program. Why follow up? The first is a centralized model. Alert Management.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

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. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. Sometimes, you’re fortunate to have your own analyst.

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. If you plan to lead a new VoC program, you'll learn how to start it.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

DECEMBER 12, 2019

Start a staff appreciation program. Set up a suggestion program. This can be as simple as setting up a suggestions box or as thorough as completing company-wide questionnaires. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact PeopleMetrics: About the Author.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

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. 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.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

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.

VOC 70

VOC CEM Close the Loop Business Administration 70

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. It doesn't have to be this way.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Let’s start with what it is not. Market research methods are great for solving the right problem, and I am a big fan, but it’s not VoC and it’s not the optimal approach to customer experience management.

VOC 209

VOC CEM CX Customer Feedback 209

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

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 61

VOC Double-Barreled Question CEM B2C 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. In this scenario, you figure out the touchpoints and the questions to ask customers. — especially when building your initial program. Check off the essentials.

VOC 59

VOC CEM Business Administration Machine Learning 59