2001, CEM, Management 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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?

Measurement

Measurement CEM Telecommunications 2001

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

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience

Employee Experience Communication CEM 2001

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

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

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint 2001

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? Sean has over 20 years of experience helping companies measure and improve the customer experience.

Feedback

Feedback CEM Management 2001

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. Sean holds a Ph.D.

CEM

CEM 2001 Books 2019

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM 2001 Feedback Call Center

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM 2001 Hotels

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM 2001 Telecommunications Customer Experience Professionals

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. Sean holds a Ph.D.

CEM

CEM 2001 Touchpoint NPS

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

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

PeopleMetrics

NOVEMBER 22, 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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Communication

Communication CEM 2001 Touchpoint

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

B2C

B2C B2B CEM 2001

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Contact Center

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

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. 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. So what is a healthy survey?

CEM

CEM 2001 B2C Measurement

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. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM

CEM 2001 Books Measurement

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

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. 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. Listen or Die provides some great advice for closing the gap.".

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

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

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: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score

Net Promoter Score CEM 2001 Hotels

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

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking

Banking CEM Employee Experience 2001

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 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.

Touchpoint

Touchpoint Feedback CEM 2001

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest. Sean holds a Ph.D.

Hospitality

Hospitality CEM 2001 E-support

Do You Need a Survey Tool or a VoC Partner?

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. You are responsible for managing the whole process as well as analyzing the data and organizing it into artifacts (usually PowerPoint decks) to present to the executive team. Prove value right away.

CEM

CEM 2001 ROI Touchpoint

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 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.

Feedback

Feedback CEM 2001 Social Media

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Leadership

Leadership ROI CEM 2001

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 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. Listen to your customers! They won’t let you down. Sean holds a Ph.D.

Airlines

Airlines CEM 2001 Travel

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Customer Centricity

Customer Centricity CEM 2001 Touchpoint

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Telecommunications Hotels 2001

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. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Sean holds a Ph.D.

CEM

CEM Marketing 2001 Advertising

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

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. Topic: Alert Management. Sean holds a Ph.D.

ROI

ROI CEM 2001 Download

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

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

2001

2001 CEM Marketing Voice of Customer

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. These alerts are turned into leads to be managed by the sales team. In the next blog post, I will dig into the best ways to manage these alerts. Topic: Alert Management. Which alerts work best for YOUR company?

CEM

CEM 2001 ROI Contact Center

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Sean holds a Ph.D.

CEM

CEM 2001 Hotels NPS

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

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. Next, we include these root cause categories as “tags” in our alert management system that our clients use to manage their recover alerts. Topic: Alert Management.

CEM

CEM 2001 ROI E-support

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

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. Many of our clients manage this by creating a "Brand Ambassador" program, which recognizes employees who deliver the best customer experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM 2001 Culture Customer Centricity

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

It’s important to keep in mind that NPS is a straightforward question that measures your overall relationship with your customer based on the bundle of experiences they have had with you over time. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS

NPS Net Promoter Score CEM 2001

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. Alert Management. This is not an easy call by any means.

Management

Management CEM Hotels 2001

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback

Feedback CEM 2001 Hotels

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

5 Strategies for CX Excellence

Webinars

Trending Sources

Best Practices in Communications to Improve Employee Experience

Webinars

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

A Bonus Recommendation for Reopening Your VoC Program

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

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

A Bonus Lesson from Listen or Die

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

How to Write a Really Bad Survey

The One Relationship That Determines The Success of Your VoC Program

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

5 Recommendations for Reopening your VoC Program

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

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

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

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

Introducing CX Secrets with Sean McDade

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

CX Secrets: The Importance of Aligning CX with Marketing

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

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

#CXSecrets: Collecting Feedback IS a Touchpoint

CX Secrets: Keeping a CX Mindset

Do You Need a Survey Tool or a VoC Partner?

#CXSecrets: Don't Limit Feedback Opportunities

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

American Airlines Creating Wi-Fi Friction

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

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

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

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

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

The 3 Most Valuable Types of VoC Alerts

How to Tie Compensation to Your VoC Program

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

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

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

Recover Alert Management - Centralized vs. Decentralized Approaches

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

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