PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Topic: Alert Management. Contact PeopleMetrics: About the Author.

CEM 78

CEM 2001 Culture Customer Centricity 78

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. 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.

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

DECEMBER 27, 2019

This will help when interacting with your IT department, in that y ou’ll have to be incredibly specific about what you need. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Prioritizing Action. Contact PeopleMetrics: About the Author.

B2C 122

B2C B2B CEM 2001 122

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo. It just doesn’t get better than this.”.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. Today we have the technological capability to process these input formats for easy digestion among managers and employees. And even more so when you connect the dots to employee feedback and operational data. That’s customer-centricity.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Do they expect new ways to interact with you? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Have their needs and expectations changed?

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Use the open-ended feedback from your NPS Safety question to eventually add other questions about safety to your survey.

CEM 121

CEM NPS 2001 Hotels 121

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 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

MARCH 16, 2020

Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. 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.

CEM 78

CEM 2001 ROI Contact Center 78

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. Touchpoints are simply ways that you interact with customers. That would be crazy.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. The 40 Lessons That Turn Customer Feedback into Gold.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

JULY 10, 2018

I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. VoC gathers customer feedback during, or soon after, an experience. VoC also makes it easy for customers to be heard no matter how they choose to interact with your company.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

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. The 40 Lessons That Turn Customer Feedback into Gold.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

NPS 70

NPS Net Promoter Score CEM 2001 70

Kayako

AUGUST 18, 2016

Gives hiring managers the chance to lay out the “intangibles” for success. A well-written job description also saves managers time in the screening and interviewing stages. Sitting down to write a job description also helps managers set goals for role, and envision the ideal applicant’s skills.

Customer Service 49

Customer Service 2001 Customers Customer Service Representative 49

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S. auto sales are expected to be about 16.9

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. I realized that a desk job was not for me and that I wanted to interact more with people. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Grade.us

JUNE 17, 2019

Andy: I was excited about the explosion of opportunities that came from interactive content, and in the mid-nineties to late nineties, I started building comic books with my friend. My partner's day job was building websites and doing media, interactive media. My feedback to you is, " That's very common. It's expected.

Banking 39

Banking Magazine Books 2007 39