PeopleMetrics

JUNE 28, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

PeopleMetrics

JUNE 10, 2021

Measuring and managing that customer feedback is quite another! is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. PeopleMetrics LIVE!

Feedback 71

Feedback Management CEM Customer Centricity 71

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?. PeopleMetrics LIVE! FOLLOW US ON SOCIAL!

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

CloudCherry

JULY 18, 2018

One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor. Download The Data Science of CEM.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

CloudCherry

MARCH 19, 2019

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. A stronger CEM program can reduce unnecessary costs for the business. Reduce Costs.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

PeopleMetrics

AUGUST 31, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 117

CEM Customer Service Touchpoint 2001 117

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. As my fourth post in a series of nine about our Naïve to Natural assessment looking at the different parts of the organization contributing to Customer centricity, let’s take a closer look at Measurement.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM 2001 Books Measurement 70

CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Are you measuring empathy in your VoC program?

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

NOVEMBER 9, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Marketing 71

Marketing Customer Experience CEM Download 71

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. A book for CX leaders. I can't wait to share this book with you!

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

FEBRUARY 20, 2019

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 94

CEM 2001 Feedback Call Center 94

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase.

2015 163

2015 Customer Experience CEM Webinar 163

Beyond Philosophy

MARCH 12, 2015

It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

NOVEMBER 24, 2014

This technique can require detailed research including Implicit-Association Tests (IAT), which is a test that measures the strength of the association between concepts and memory, or a Functional Magnetic Resonance Imaging (fMRI), a technique for measuring brain activity in response to stimulus.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

PeopleMetrics

JUNE 4, 2019

Click here to download the book. 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. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

FEBRUARY 21, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More #CXSecrets. The 40 Lessons That Turn Customer Feedback into Gold.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

MARCH 12, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Print this article. More #CXSecrets.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

Beyond Philosophy

DECEMBER 23, 2014

It’s also natural to enlist protective measures protecting those bottom lines like cost-effective shipping decisions or restrictive return policies. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 98

CEM Books Social Media Customer Centricity 98

PeopleMetrics

JULY 10, 2018

In fact, as the title of this book implies, I believe that the choice is simple—either listen to your customers or die. 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). Click here to download the book.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

Beyond Philosophy

OCTOBER 6, 2014

How do you measure the success of your Customer Experience? Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn. Where does it start? What emotions does your current experience evoke from your Customers?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

PeopleMetrics

FEBRUARY 12, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Look out for more CX Secrets videos soon, and the book release in early 2018! Sean has over 20 years of experience helping companies measure and improve the customer experience.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

MARCH 7, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Not measuring customer experience is like not counting your money.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

DECEMBER 12, 2019

If you know an employee is into rock climbing, for instance, you could give them a book on this topic with an inscription of your thanks. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Make it personal. As CEO, he guides the company’s vision and strategy.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

MARCH 26, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Print this article.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. When you measure satisfaction, compare your results over time to see how you are doing as it pertains to the employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

MARCH 28, 2016

We often say an experience is a blend of an organization’s rational performance, the senses stimulated, and the emotions evoked that are intuitively measured against Customer expectations across all moments of contact. To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th.

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

PeopleMetrics

MARCH 21, 2018

Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Print this article.

Feedback 82

Feedback CEM 2001 Social Media 82

CloudCherry

AUGUST 9, 2018

While there are many approaches to managing CX, we believe that modern organizations must use the three pillars of customer experience to provide best in class experiences: Pillar #1: Customer experience must be measured by the customer journey. Measuring Customer Experience across the Customer Journey. Using Predictive Analytics.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Beyond Philosophy

MAY 26, 2015

Success is not just about being clever as measured by a qualification. Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker. Many clever people fail because they choose not to work hard.

Leadership 142

Leadership CEM Travel Books 142

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Colin is an international author of four best-selling books and an engaging keynote speaker. How to Get People to Do What You Want.” 10 August 2014.

2014 118

2014 Airlines CEM Consulting 118

Middlesex Consulting

MARCH 5, 2018

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Events 60

Events CEM ROI Customer Satisfaction 60

PeopleMetrics

JULY 31, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 79

CEM Telecommunications Hotels 2001 79