PeopleMetrics

JUNE 18, 2019

Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Customers want things to be easy with as little friction as possible. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. In fact, it's often the opposite.

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. The Information Technology (IT) Department.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). To adapt your bank, you need advanced awareness of your environment, so you can build a customer experience that can survive in it.

Banking 79

Banking Customer Experience 2014 2001 79

PeopleMetrics

FEBRUARY 20, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM 2001 Feedback Call Center 94

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. The more effort a customer expends on resolving their issue, the more negative the customer experience.

NPS 82

NPS Measurement CEM 2001 82

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! Communication should be ongoing. As CEO, he guides the company’s vision and strategy.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? I hope these recommendations will help you navigate the customer experience during these uncertain times. Topic: Customer Experience.

CEM 121

CEM NPS 2001 Hotels 121

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. More confidence means you can create better customer experiences.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Contact Center: an important touchpoint where customers call for more information or assistance. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. As CEO, he guides the company’s vision and strategy.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

FEBRUARY 2, 2018

I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Measuring customer experience is critical to we do here at PeopleMetrics. Purchase Outside In on Amazon.

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Interview the people who are delivering those fantastic experiences.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! 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. Watch the clock.

CEM 61

CEM 2001 B2C Measurement 61

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? basically all the different parts of your company who impact the customer experience.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

MARCH 26, 2018

Consider this: if you were your customer and you got your organization's survey (or other mechanism to provide feedback), would it be a fantastic experience? Would you recommend that experience to others? Customer experience is cumulative. Every touchpoint counts towards the bigger picture. Print this article.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Photo by +Simple on Unsplash. Think through your touch points.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Yet most office environments inspire apathy, not excitement.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Leadership 70

Leadership ROI CEM 2001 70

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Listen to your customers! They won’t let you down. As CEO, he guides the company’s vision and strategy.

Airlines 66

Airlines CEM 2001 Travel 66

PeopleMetrics

OCTOBER 3, 2019

As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. A good value-added VoC partner can also help you identify specific things you can do immediately to improve the customer experience.

CEM 60

CEM 2001 ROI Touchpoint 60

PeopleMetrics

MARCH 21, 2018

This is really important in the customer experience space because now the anonymity of that feedback has pretty much gone away. In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it.

Feedback 82

Feedback CEM 2001 Social Media 82

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

JULY 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM 79

CEM Telecommunications Hotels 2001 79

PeopleMetrics

SEPTEMBER 24, 2018

VoC programs, with their continuous flow of real-time feedback from every customer (not just a sample of customers), are becoming the single source of truth for customer feedback, for both customer experience and, in some cases, market research teams. As CEO, he guides the company’s vision and strategy.

CEM 226

CEM Marketing 2001 Advertising 226

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Kirk: 2012, yeah.

2001 62

2001 2012 Feedback Books 62

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 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

MARCH 4, 2020

In its most basic form, "closing the loop" means that your VoC software platform “alerts” people within the organization when something (usually negative) happened during the last customer experience. In my experience, loop closing makes transactional VoC the anti-market research. Download : The Closed-Loop VoC Process Map.

ROI 83

ROI CEM 2001 Download 83

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 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Poor overall customer experience on a recent visit. T hat a problem occurred during their most recent experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 78

CEM 2001 ROI Contact Center 78

PeopleMetrics

JULY 24, 2019

Bonus programs do not need to include every employee either — in fact, bonuses are typically reserved only for the people who are accountable for the customer experience. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC.

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM 87

CEM 2001 ROI E-support 87

ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. This is why ratings fall short in capturing your customers’ world. It wasn’t possible to merge them into a single, simple report for each General Manager. That’s customer-centric customer experience management.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Click infographic to enlarge ). Share this Image On Your Site.

CEM 78

CEM 2001 Culture Customer Centricity 78

PeopleMetrics

AUGUST 7, 2018

It can provide excellent insight into the overall relationship you have with your customers, but it falls short in measuring how well the most recent experience went. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks.

NPS 70

NPS Net Promoter Score CEM 2001 70

BirdEye

MAY 17, 2023

Apple Mission statement : “Bringing the best user experience to its customers through its innovative hardware, software, and services.” Ever since the release of the iPod in 2001, Apple has been redefining the role of electronics in our lives. With a clear picture of your company’s influence, you create an effective roadmap.

Innovation 98

Innovation Sports 2001 Social Media 98