PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. CLV prioritizes which customers to follow up with.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

FEBRUARY 20, 2019

Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).

CEM 94

CEM 2001 Feedback Call Center 94

PeopleMetrics

NOVEMBER 22, 2019

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. Once customer feedback via VoC begins to roll in, you are not done! Communication should be ongoing.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.).

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

JULY 10, 2018

But the reality is that becoming truly customer-centric is about more than developing vague marketing statements. The more important question is this: “As an organization, what can we do today to put the customer first?”. Your company begins to become customer-centric! Customer Touchpoints.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Watch the clock. The effort is worth it! Sean holds a Ph.D.

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. This expense will pay for itself ten times over.

CEM 60

CEM 2001 ROI Touchpoint 60

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

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. Convergence!

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded.

2001 62

2001 2012 Feedback Books 62

SurveySparrow

DECEMBER 4, 2020

Online survey tools are great when it comes to collecting feedback from customers. There are many tools these days which have come into the market. Hearing feedback from customers and making use of their feedback is one of the best things that businesses can do if they want to achieve incredible success. .

Net Promoter Score 52

Net Promoter Score 2001 Feedback NPS 52

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 goal is to create a consistent customer experience at every one of their locations.

Feedback 72

Feedback CEM 2001 Hotels 72