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

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

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 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link]. YouTube: [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Looking for ways to tie compensation to VoC? Monetary bonus programs.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

OCTOBER 19, 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]. Discover our award-winning Customer Experience (C X) blog: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

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. And a key part of making this happen is your VoC software platform. It is an absolute must. solicited.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

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. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service CX 117

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. A good transactional VoC survey can be completed in a short amount of time. In any event, transactional VoC surveys should be no more than three to five minutes under any circumstances. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? can all be folded into a VoC program to get answers fast. Chances are you probably know someone; and if you don't, look no further! Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. 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. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

JUNE 10, 2021

In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. Without it, CX professionals would be lost. All sophisticated VoC software platforms will have a text analytics module available.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

NOVEMBER 9, 2021

As such, it’s imperative that your market research and CX programs operate as a joint package. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The VOE is just as pertinent as the VOC, and for organizations wishing to improve their Customer Experience, an invaluable asset for specific action to take. Be sure to also listen to the VOE.

VOE 148

VOE VOC CX CEM 148

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. Without help from a VoC partner, though, the task may look daunting.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. PeopleMetrics’ VoC software platform automatically makes the "pay it forward" process happen seamlessly. And if you focus only on recover alerts , that’s what it will be.

CEM 78

CEM VOC Business Administration Machine Learning 78

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

VOC 54

VOC CEM Business Administration Machine Learning 54

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

PeopleMetrics

MARCH 30, 2017

Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well.

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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. Are you measuring empathy in your VoC program? Are you balancing your CX technology and human investments?

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. A book for CX leaders. and Chief Customer Officer 2.0.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS has become so popular, and so widely used, that it truly has become the ultimate question in the VoC world. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

NPS 70

NPS Net Promoter Score VOC CEM 70

Confirmit

NOVEMBER 8, 2017

This past week, we held a Customer Experience (CX) seminar in Dallas that focused on Creating and Maintaining Executive Buy-In for CX. CX professionals also struggle to get exec buy-in and if you don’t have that from the outset, your up-hill battle becomes a trek up Mount Everest. Voice of the Customer Company.

CX 45

CX VOC CEM Voice of the Customer 45

PeopleMetrics

JULY 10, 2018

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. Your company begins to become customer-centric! Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

CX Journey

MAY 23, 2018

I've got a few thoughts on that: At Some Point, You Have to Stop Listening Two Major Flaws of Your Customer Listening Efforts Today's VoC Program Challenges A closed-loop feedback process begins with feedback. How Do You Know When It's Time to Redesign Your VoC Program? Do You Employ Actionability Thinking in Survey Design?

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Improve VoC metrics like NPS® and correlate this improvement to revenue. CX Management is a journey peppered with obstacles, including some fundamental ones which can derail a whole program.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Improve VoC metrics like NPS® and correlate this improvement to revenue. CX Management is a journey peppered with obstacles, including some fundamental ones which can derail a whole program.

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. All signs point to a successful Voice of Customer (VoC) program. Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

CX Journey

JANUARY 19, 2017

5 So Whats: Prioritizing Improvement Opportunities #CX Improvements and the Streetlight Effect CEM Toolbox: Taking Action Innovation is probably one of my favorite topics to write about when it comes to differentiation and staying ahead of the competition. Take your customer feedback, and do something with it.

CEM 46

CEM Innovation VOC Customer Feedback 46

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

SurveySensum

APRIL 21, 2023

SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52