Article, CEM and Measurement

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

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). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Measurement

Measurement CEM Telecommunications 2001

Average Survey Response Rate You Should Aim For

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. In this article, we’ll define internal and external benchmarks. Keep in mind that this process measures the same statistics as its external counterpart.

CEM

CEM Net Promoter Score Document NPS

How to Create a Balanced Survey

InMoment XI

NOVEMBER 15, 2016

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. View Article. Companies do not consciously ignore customers in the survey process.

CEM

CEM Measurement Article Customer Experience

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

How to Create a Balanced Survey

InMoment XI

NOVEMBER 15, 2016

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. View Article Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be.

CEM

CEM Measurement Article Customer Experience

Why Customer Success is not Customer Experience

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. If CEM is based solely on what Customer Success is saying, you’ll be listening to only one of the many important voices. If you’re in marketing, you might be reading this article and thinking “Yes, but marketing is customer experience.”

Customer Success

Customer Success Customer Experience CEM Touchpoint

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Definition

Definition Net Promoter Score Customer Experience B2C

Why Customer Success is not Customer Experience

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. If CEM is based solely on what Customer Success is saying, you’ll be listening to only one of the many important voices. If you’re in marketing, you might be reading this article and thinking “Yes, but marketing is customer experience.”

Customer Success

Customer Success Customer Experience CEM Touchpoint

CX Secrets: Not measuring CX is like not counting your money

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

Measurement CEM 2001 Touchpoint

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Marketing 2001 Advertising

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Customer experience should be measured the same way - continuously.

CEM

CEM 2001 Touchpoint Customer Centricity

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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. Sean holds a Ph.D.

NPS

NPS Measurement CEM 2001

What is the purpose of customer experience management?

ViiBE Blog

AUGUST 17, 2021

Share this article. Share this article. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? What's the meaning of customer experience management (CEM)? Natalia Barszcz.

Customer Experience Management

Customer Experience Management CEM Customer Experience Management

Customer Experience Articles

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Integrating Customer-Focus & Measurement in Day-to-Day Business. Customer Experience is Decided by You article.

Article

Article Customer Experience 2009 White Paper

CSAT vs. NPS: Similarities and Differences

GetFeedback

MAY 23, 2019

In this article, let’s explore CSAT vs. NPS so you can use them effectively to drive more revenue through happier customers. CSAT is measured by calculating the percentage of satisfied (score 4) and very satisfied (score 5) responses. CSAT is used to measure a specific interaction with a customer. Why is the UX poor?

NPS

NPS Net Promoter Score CEM Metrics

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

Employee Experience

Employee Experience Communication CEM 2001

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 Social Media Blog

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM Customer Service Touchpoint 2001

Selecting the Right Customer Loyalty Measures for your CX Efforts

Bob Hayes

MAY 16, 2016

Consequently, how you measure customer loyalty will necessarily impact the insights you get from your customer experience analytics. In today's post, I will talk about two important measurement factors you must consider when selecting your customer loyalty metrics. Multiple Measurement Methods.

Loyalty

Loyalty Measurement Metrics CEM

6 Customer Experience Practices of Loyalty Leaders

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty

Loyalty CEM Customer Experience Social Media

The Role of Customer Experience in Telco

Lumoa

JULY 21, 2022

This article will detail the importance of customer experience in telco (with a specific focus on the European market) and how it has been influenced by the global pandemic. 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.

Customer Experience

Customer Experience Telecommunications CEM Net Promoter Score

Top 12 Airtable Alternatives

SurveySparrow

OCTOBER 12, 2020

And, to make your search process hassle-free, we’ll guide you throughout this article with some valuable information about the alternatives. . With this software, you can collect data, measure employee performance , create assessment reports, easily. . Airtable CRM vs SurveySparrow CEM. SurveySparrow.

CEM

CEM Net Promoter Score NPS Customer Relationship Management

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 Culture Customer Centricity

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. As CEO, he guides the company’s vision and strategy.

ROI

ROI CEM 2001 Download

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

Are you measuring empathy in your VoC program? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CEM

CEM 2001 Books 2019

These 13 Customer Experience Practices will Improve Customer Loyalty

Bob Hayes

AUGUST 15, 2016

In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. First, let's review CEM programs. Practices in Customer Experience Management Programs.

Loyalty

Loyalty CEM Customer Experience Social Media

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 Feedback Call Center

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Is this now a digital touchpoint?

CEM

CEM 2001 Touchpoint NPS

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! Sean has over 20 years of experience helping companies measure and improve the customer experience.

Communication

Communication CEM 2001 Touchpoint

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM

CEM NPS 2001 Hotels

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

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. Meet ISO objectives and drive ISO improvement measures. Utilize CEM software.

Customer Satisfaction

Customer Satisfaction CEM Customer Experience E-support

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 Telecommunications Customer Experience Professionals

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

Net Promoter Score

Net Promoter Score CEM 2001 Hotels

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM 2001 Books Measurement

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

Touchpoint

Touchpoint Feedback CEM Contact Center

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

B2C

B2C B2B CEM 2001

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 ROI E-support

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Do you love CEM as much as we do?

Net Promoter Score

Net Promoter Score Customer Experience CEM B2C

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. Sean has over 20 years of experience helping companies measure and improve the customer experience.

2001

2001 CEM Marketing Voice of Customer

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM

CEM 2001 B2C Measurement

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Print this article. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. More #CXSecrets. The 40 Lessons That Turn Customer Feedback into Gold.

Net Promoter Score

Net Promoter Score CEM 2001 Hotels

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM

CEM 2001 Hotels NPS

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Feedback

Feedback CEM 2001 Chief Customer Officer

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Marketing

Marketing CEM 2001 Advertising

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Banking

Banking CEM Employee Experience 2001

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Average Survey Response Rate You Should Aim For

Webinars

Trending Sources

How to Create a Balanced Survey

Webinars

How to Create a Balanced Survey

Why Customer Success is not Customer Experience

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Why Customer Success is not Customer Experience

CX Secrets: Not measuring CX is like not counting your money

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

5 Strategies for CX Excellence

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

What is the purpose of customer experience management?

Customer Experience Articles

CSAT vs. NPS: Similarities and Differences

Best Practices in Communications to Improve Employee Experience

A Bonus Recommendation for Reopening Your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Selecting the Right Customer Loyalty Measures for your CX Efforts

6 Customer Experience Practices of Loyalty Leaders

The Role of Customer Experience in Telco

Top 12 Airtable Alternatives

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

A Bonus Lesson from Listen or Die

These 13 Customer Experience Practices will Improve Customer Loyalty

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

5 Recommendations for Reopening your VoC Program

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

The One Relationship That Determines The Success of Your VoC Program

How to Write a Really Bad Survey

Introducing CX Secrets with Sean McDade

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Customer Experience Strategy: An A to Z Glossary

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

How to Tie Compensation to Your VoC Program

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

CX Secrets: The Importance of Aligning CX with Marketing

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Stay Connected