2001 Customer Experience Customer Experience Management Voice of Customer 
PeopleMetrics
APRIL 9, 2018
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. Chances are you probably know someone; and if you don't, look no further! The single source of truth.
Beyond Philosophy
JUNE 1, 2023
When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, now Customer Experience is the context through which people look at business. It’s our lens, our context.
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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. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.
PeopleMetrics
FEBRUARY 21, 2018
Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Sean has over 20 years of experience helping companies measure and improve the customer experience.
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. Bruce Temkin , Managing Partner, Temkin Group.
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! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. But be strategic about how you do it. Monetary bonus programs.
ClearAction
MARCH 20, 2020
Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.
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