Business Administration, CX and Voice of the Customer

Majoring in Customer Experience

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Yael McCue.

Customer Experience

Customer Experience Business Administration Customer Journey Map CX

Majoring in Customer Experience

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Yael McCue.

Customer Experience

Customer Experience Business Administration Customer Journey Map CX

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

FEBRUARY 6, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX

CX Customer Experience Education Machine Learning

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

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 Never underestimate the customers expectation in CX. It will be growing and growing.

CX

CX Customer Experience Machine Learning Artificial Intelligence

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

CX

CX CEM Close the Loop Business Administration

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM

CEM Customer Service Touchpoint CX

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Hi everybody!

CX

CX CEM Business Administration Machine Learning

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. I hope these recommendations will help you navigate the customer experience during these uncertain times. Gearing up to reopen? Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Think about this as you're designing your Voice of the Customer program. 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: Use Internal Benchmarking to Quickly Enhance CX. Photo by j on Unsplash. This is a good thing! Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Social Media

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC B2C B2B CEM

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

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

VOC CEM Voice of the Customer Business Administration

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

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. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC

VOC CEM CX Customer Feedback

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Another common goal is a certain percentage of surveys that contain a problem identified by a customer (in that case, the goal would be to have a score that is as low as possible). This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. Identify a Sponsor.

VOC

VOC CEM Touchpoint Business Administration

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM Business Administration Machine Learning

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM Business Administration

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Consider the trade-off between greater accuracy on every comment and the ability to spot key trends in real time that will help you improve CX! A Unifying Framework.

Text Analytics

Text Analytics VOC Unstructured Data CEM

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. 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. Customer Touchpoints.

CEM

CEM VOC Touchpoint Social Media

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

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. A book for CX leaders. Bruce Temkin , Managing Partner, Temkin Group.

Customer Feedback

Customer Feedback CEM VOC Business Administration

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience.

CEM

CEM VOC Business Administration Machine Learning

Tech Customer Success

Majoring in Customer Experience

Majoring in Customer Experience

Trending Sources

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Customer Experience Challenges According to 15 CX Experts

5 Strategies for CX Excellence

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Introducing CX Secrets with Sean McDade

5 Recommendations for Reopening your VoC Program

#CXSecrets: Don't Limit Feedback Opportunities

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Build Your VoC Program From Where You Are: Part 1 - Building Phase

A Bonus Recommendation for Reopening Your VoC Program

How to Write a Really Bad Survey

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Recover Alert Management - Centralized vs. Decentralized Approaches

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

A Bonus Lesson from Listen or Die

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