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).

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. In this PeopleMetrics LIVE! YouTube: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Experience Investigators

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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? Sean holds a Ph.D.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

SurveySensum

JULY 25, 2019

Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. No action on bad experience can affect the bottom line! Respond with a solution to customer feedback.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

PeopleMetrics

FEBRUARY 25, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

PeopleMetrics

APRIL 30, 2021

Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

CX 133

CX Customer Experience CEM Customer Feedback 133

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

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?". Customer feedback should NOT be anonymous. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

SEPTEMBER 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

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

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. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. What''s the point of this post?

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

PeopleMetrics

NOVEMBER 9, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? One in four B2B firms integrates customer feedback sources; 29% more are just starting this.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

PeopleMetrics

JUNE 28, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

CX 77

CX Customer Experience CEM VOC 77

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. We’ll also share the areas of your CEM system you can record and provide general steps to help you benchmark your performance. What Is Your Survey Response Benchmark?

CEM 78

CEM Net Promoter Score NPS Customer Survey 78

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. Contact PeopleMetrics: About the Author.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. The 40 Lessons That Turn Customer Feedback into Gold.

CX 97

CX CEM Finance Touchpoint 97

PeopleMetrics

MAY 13, 2020

Use these tips to foster better communication and create a positive employee experience in difficult times. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

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 78

CEM VOC Business Administration Machine Learning 78

Lumoa

JULY 21, 2022

Telecom Customer Journey and Experience Management Explained. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed. Content Personalization and Customer Engagement.

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

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

AUGUST 31, 2018

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. This is an excerpt from Listen Or Die by Sean McDade, PhD. Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. Identify your customers’ unmet needs.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

PeopleMetrics

JULY 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

MAY 28, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

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

JULY 29, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 82

VOC Legal CEM Pharmaceutical 82

SurveySensum

JULY 9, 2019

In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. Source: Journal of Governance and Regulation).

CEM 45

CEM Customer Experience Customer Experience Management Government 45

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Achieving this goal requires the commitment of all employees on a daily basis to: Ensure all decisions support increasing value for key customers.

CEM 54

CEM Customer Retention Customer Experience Management Innovation 54

PeopleMetrics

JUNE 29, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

CEM 48

CEM VOC Business Administration Machine Learning 48

SurveySensum

JANUARY 27, 2022

Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software. What is Customer Experience software? It also stores all your customers’ data in one place and gives you real-time updates. . ?

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59