Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. In 2001, he co-founded his brainchild Neolane, making him one of the early pioneers of the marketing technology industry. But merely saying that is easy.

2001 52

2001 2013 Leadership Definition 52

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? You're not alone. But you can't do it alone - you need help. Sean holds a Ph.D.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

JULY 20, 2020

This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

2001 98

2001 2007 Leadership Consulting 98

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Click here to download the book. As CEO, he guides the company’s vision and strategy.

CEM 117

CEM Customer Service Touchpoint 2001 117

SurveySparrow

MARCH 10, 2020

As a marketer, you can never get over that word, can you? Today’s marketing landscape demands a marketer to be agile, up-to-speed and quick. Jillions of marketing automation tools are available out there to help marketers make their daily tasks less sophisticated and effective at the same time. But, that’s not all.

2020 52

2020 Marketing ROI 2001 52

Zeisler Consulting

MAY 25, 2021

All of that throat-clearing as a setup to introduce that, before I started the CX chapter of my career, I was also a Certified Scrum Master, coaching and teaching Agile Project Management and Scrum. Recently I was thinking deliberately about how the principles and practice of Agile and Scrum may apply to the CX field of work.

2001 93

2001 Definition Article Connections 93

PeopleMetrics

FEBRUARY 20, 2019

Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Compare this approach to how market research firms operated: they called customers according to their schedules— whenever their call center employees could work and whatever time period the survey was in the “field.”.

CEM 94

CEM 2001 Feedback Call Center 94

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

NOVEMBER 22, 2019

A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. VoC is not the same as Market Research. Market researchers are centrally located in one department.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

2001 52

2001 2007 Leadership Consulting 52

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

2001 52

2001 2007 Leadership Consulting 52

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

B2C 122

B2C B2B CEM 2001 122

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 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM 2001 82

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

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies). Make use of data already collected.

Marketing 37

Marketing 2001 Magazine Social Media 37

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. So what is a healthy survey? Sean holds a Ph.D.

CEM 61

CEM 2001 B2C Measurement 61

Clarivate

MAY 30, 2023

As the business value of intellectual property (IP) continues to grow, the need to manage IP as a strategic asset is greater than ever. As of 2018, intangible assets accounted for 84% of market capitalization for S&P 500 companies , compared to just 12% four decades ago. Recent judicial decisions are also impacting IP management.

Management 59

Management 2001 2018 Financial 59

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 70

Net Promoter Score CEM 2001 Hotels 70

Amity

MARCH 29, 2016

Managers intuitively recognize new customer relationships should start on a positive note. Cross-functional teams of marketing, sales, support, Customer Success, UX and even accounting must collaborate to define and implement a superior customer experience , ensuring promises made are systematically kept along the way. 1 Bolton, R.

Customer Relationships 67

Customer Relationships 2001 2010 Loyalty 67

Beyond Philosophy

MAY 17, 2016

The reality is that all levels of management should share in this. Sales managers from business-to-business and consumer product and service were selected because they offer an overall perspective of the entire selling and support process. much more important, and more leveraging of behavior, than the functional aspects.

2001 74

2001 Consulting Sales Customers 74

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 70

CEM 2001 Books Measurement 70

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 64

Hospitality CEM 2001 E-support 64

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). Look inside at CLV to determine ROI. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Leadership 70

Leadership ROI CEM 2001 70

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 60

CEM 2001 ROI Touchpoint 60

Magellan Solutions

FEBRUARY 2, 2022

When businesses discuss outsourcing initiatives, it always comes down to markets specializing in BPO services like the Philippines. Moreover, the local government improved the security and IT service management of call centers to increase business opportunities and attract more foreign investors. Order taking management.

Call Center 75

Call Center Contact Center Government 2001 75

PeopleMetrics

JULY 10, 2018

But the reality is that becoming truly customer-centric is about more than developing vague marketing statements. The reality is that becoming truly customer-centric is more than developing marketing statements—it is a fundamental shift in a company’s mindset to focus on the customer. More on that in Lesson 8. Sean holds a Ph.D.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 82

Feedback CEM 2001 Social Media 82

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Listen to your customers! They won’t let you down. Sean holds a Ph.D.

Airlines 66

Airlines CEM 2001 Travel 66