PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Resolving Issues = ROI. In my experience, loop closing makes transactional VoC the anti-market research. The market research community did not get it or like it. That might look like anything from a sincere apology to a discount or full refund.

ROI 83

ROI CEM 2001 Download 83

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Know Your Meme.

Marketing 67

Marketing CEM 2001 Advertising 67

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. However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert.

CEM 87

CEM 2001 ROI E-support 87

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM 2001 70

PeopleMetrics

MAY 24, 2018

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. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 78

CEM 2001 ROI Contact Center 78

PeopleMetrics

OCTOBER 3, 2019

The CX story you tell executives must reinforce the program’s ROI. If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 60

CEM 2001 ROI Touchpoint 60