PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

JUNE 18, 2019

Are you measuring empathy in your VoC program? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CEM 48

CEM 2001 Books 2019 48

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

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

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

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Is this now a digital touchpoint?

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

OCTOBER 29, 2019

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

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

B2C 122

B2C B2B CEM 2001 122

Strativity

JANUARY 6, 2023

To gain deeper insight into the health of brand and consumer relationships as we emerge from the pandemic, Material launched a propriety diagnostic that allows brands to measure the quality of their customer experience. Keeping score with the Material Fidelity Index. Not only is Chick-fil-A, which had $16 billion in sales and $5.8

2001 52

2001 Omnichannel Consumers Brands 52

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. 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

PeopleMetrics

MARCH 7, 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: Not measuring customer experience is like not counting your money. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback 76

Feedback CEM Management 2001 76

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.

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.

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Banking 91

Banking CEM Employee Experience 2001 91

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. As CEO, he guides the company’s vision and strategy.

Leadership 70

Leadership ROI CEM 2001 70

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. Look out for more CX Secrets videos soon, and the book release in early 2018! Sean holds a Ph.D.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

OCTOBER 3, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 60

CEM 2001 ROI Touchpoint 60

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 82

Feedback CEM 2001 Social Media 82

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

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Listen to your customers! They won’t let you down. Sean holds a Ph.D.

Airlines 66

Airlines CEM 2001 Travel 66

PeopleMetrics

JULY 31, 2018

An approach to unstructured data analysis made popular with market researchers is called open-ended coding. Then market researchers create a report that quantities these comments—such as 43% of people mentioned Wi-Fi as a problem, 16% mentioned the spa as an issue, and so on. Here’s how it works. Sean holds a Ph.D.

CEM 79

CEM Telecommunications Hotels 2001 79

Clarivate

MAY 30, 2023

As of 2018, intangible assets accounted for 84% of market capitalization for S&P 500 companies , compared to just 12% four decades ago. Since adopting IAS 38 Intangible Assets in 2001, the International Accounting Standards Board has made several revisions to reflect the growing importance of these assets. In DuPont v. In Miron v.

Management 59

Management 2001 2018 Financial 59

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

CEM 226

CEM Marketing 2001 Advertising 226

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. Any one of those problems in isolation would be tough for a marketer in the auto industry to navigate and they’re happening all at once,” says Kelly Goldsmith, Ph.D.,

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

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

APRIL 9, 2018

Do you know any CX professionals who started out in market research? 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. Market research roots.

2001 70

2001 CEM Marketing Voice of Customer 70

Centercode

AUGUST 20, 2020

Since 2001, Centercode has helped hundreds of iconic tech companies bring amazing products to market. When the market is behaving predictably, there’s more runway and more bandwidth for some products to be flops. Obviously, you don’t want a flop — but it’s often just a numbers game. .”

2001 98

2001 Roadmap 2020 Consumers 98

NetBase

DECEMBER 4, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities. After turning down Google, Excite and @Home Network merged – and subsequently went bankrupt together in 2001. And missing out on category-defining moments in time.

2001 52

2001 Social Media Fashion Consumers 52

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. I came from more of a traditional market research background.

2001 62

2001 2012 Feedback Books 62