Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. All too often it’s the poor customer who ends up having to stitch together the disconnects in their experience by re-keying and re-explaining their requirements or situation.

CX 121

CX Customer Experience Education Machine Learning 121

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 20, 2020

After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. Have you checked Twitter and Facebook lately?

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JUNE 29, 2020

To do that, let’s start by understanding what motivates humans and how that impacts your VoC reopening: Maslow's Hierachy of Needs and VoC. Gearing up to reopen? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 120

VOC CEM NPS Business Administration 120

PeopleMetrics

MARCH 21, 2018

You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. You'd hang up the phone and go back to the dinner table. I’ve been in this business for a long time. 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.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

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