PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. 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.”. 5 Recommendations for Reopening your VoC Program.

VOC 120

VOC CEM NPS Business Administration 120

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. Is this now a digital touchpoint? Today, we're going to talk about the Building Phase. A Fresh Look.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Thinking about switching to VoC? Continuous Conversations.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

AUGUST 31, 2018

It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. CX is holistic and covers a wide number of touchpoints. Understand the difference with touchpoint mapping.

CEM 117

CEM Customer Service Touchpoint CX 117

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. can all be folded into a VoC program to get answers fast. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.

VOC 59

VOC CEM Business Administration Machine Learning 59