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

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

Employee Experience 116

Employee Experience Communication CEM 2001 116

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. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

JULY 17, 2018

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. Without a doubt, the job of market researchers is important; it’s just very different than VoC.

Measurement 210

Measurement CEM Telecommunications 2001 210

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. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.

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

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

OpinionLab

DECEMBER 17, 2018

The market we made. OpinionLab’s value was immediately embraced by the companies who understood the internet represented a market disruption that would fundamentally change their business models. Fast forward 15 years as the digital market matured into the digital mobile market and both OpinionLab and ForeSee were prospering.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

Zeisler Consulting

MAY 25, 2021

The Agile Manifesto was written in 2001 by a group calling themselves the “The Agile Alliance,” and, at the risk of minimizing their efforts, there’s a bit of falderal and self-importance involved in its origin and execution (after all, they called it a Manifesto …what would you expect?). I think CXers will find value here.

2001 93

2001 Definition Article Connections 93

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

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. What CX lessons have you learned in 2019? Contact PeopleMetrics: About the Author.

CEM 48

CEM 2001 Books 2019 48

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. No bad surveys. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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. Need help wrangling internal stakeholders? Contact PeopleMetrics: About the Author.

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

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. The strategy presented a clear window into a post-mass-marketing future and gave companies a playbook to create their own “share of customer.”. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 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. Have questions about a B2B or B2C VoC program? Contact PeopleMetrics: About the Author.

B2C 122

B2C B2B CEM 2001 122

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 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. Let's start building. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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

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. Gearing up to reopen? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

MAY 24, 2018

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

Strativity

JANUARY 6, 2023

Since 2001 (when the brand borrowed a tactic from the Ritz Carlton ), Chick’s employees have been encouraged to say “my pleasure” whenever they are thanked by a customer—and the brand is now associated with that sunny response (which is even printed on its merchandise). Not only is Chick-fil-A, which had $16 billion in sales and $5.8

2001 52

2001 Omnichannel Consumers Brands 52

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. Ready to collect feedback at every touchpoint? Contact PeopleMetrics: About the Author.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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. When the book is out, we'll also be doing a video about each one of the 40 lessons.

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

OCTOBER 29, 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. Boost your survey health! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 61

CEM 2001 B2C Measurement 61

Amity

MARCH 29, 2016

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. Marketing Science, Volume 17, No. Industrial Marketing Management 30, 271–286. 1 Bolton, R.

Customer Relationships 67

Customer Relationships 2001 2010 Loyalty 67

PeopleMetrics

MARCH 12, 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.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

Oracle

JANUARY 6, 2020

Such statistics frequently place the functionality in the cross-hairs of exasperated marketers, who regularly seek out potentially better ways forward. Between 1993-95, software developer Open Market filed three patents on online shopping cart technology.

2001 46

2001 Automotive Retail 2013 46

Daniel Group

DECEMBER 19, 2019

With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. Lynn Daniel. The B2B Sales Rep.:

2019 52

2019 2001 B2B 2015 52

Daniel Group

DECEMBER 19, 2019

With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. Lynn Daniel. The B2B Sales Rep.:

2019 52

2019 2001 B2B 2015 52

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. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM 2001 70

PeopleMetrics

DECEMBER 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. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

FEBRUARY 12, 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. Visit our YouTube channel to see all of the videos in the series. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

MARCH 7, 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 76

Feedback CEM Management 2001 76

Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

2001 74

2001 Consulting Sales Customers 74