PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Are you measuring these digital experiences and improving them?

CEM 83

CEM 2001 Touchpoint NPS 83

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

MARCH 1, 2018

Their Customer Lifetime Value going to zero. You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

FEBRUARY 20, 2019

Perhaps the most important win is reduced hostility between customers and companies. Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 94

CEM 2001 Feedback Call Center 94

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, 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 121

CEM NPS 2001 Hotels 121

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. The single source of truth. Sean holds a Ph.D.

2001 70

2001 CEM Marketing Voice of Customer 70

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. No action on bad experience can affect the bottom line! Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Churn out customer interaction .

Feedback 74

Feedback Net Promoter Score CEM NPS 74

PeopleMetrics

OCTOBER 29, 2019

Could you please tell us, in your own words, about your check-in experience?” Most customers will not even read this, let alone answer it. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Conclusion. The effort is worth it! Boost your survey health!

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Customer Touchpoints.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? What is the right customer experience data to measure? Big data can be overwhelming. It’s just…well, big.

CEM 61

CEM Customer Experience ROI Metrics 61

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. In this scenario, you figure out the touchpoints and the questions to ask customers. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 60

CEM 2001 ROI Touchpoint 60

PeopleMetrics

JULY 23, 2018

While this is not true “customer” feedback, it provides an important evaluation of the customer experience. At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. Here’s how this typically works.

Feedback 72

Feedback CEM 2001 Hotels 72

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97