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.

2001 70

2001 CEM Marketing Voice of Customer 70

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.

Call Center 78

Call Center 2001 Retail Workshop 78

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.

CEM 48

CEM 2001 Books 2019 48

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

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.

Marketing 67

Marketing CEM 2001 Advertising 67

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.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

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.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54