Customer Bliss

JULY 3, 2018

Develop Your Core Values to Drive Growth and Prove Commitment. During the early part of Greg’s career with the Department of Commerce, Governor Hogan put a Regulatory Reform Commission in place to get the movement started. Timely and Responsive: We will be proactive, take initiative, and anticipate your needs.

Government 120

Government Customer Experience Management Customer Experience Management 120

PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. Sean holds a Ph.D.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

Listen to your team. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19. Your goal is still to positively influence (and hopefully inspire) your employees. Your communication should be 2x what it was before the pandemic. Listen to your team.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Interactions

NOVEMBER 19, 2021

As this year closes out and another begins, we are looking forward to a monumental year of AI and customer experience advancement in 2022. He has numerous filed patents and holds 24 awarded patents. Interactions has built one of the most advanced AI stacks on the market, and it is backed by an expansive patent portfolio.

Interaction 62

Interaction Technology Leadership Innovation 62

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. What is the best way to incorporate video into your surveys? Add video to your surveys!

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

DECEMBER 12, 2019

If you do award Employee of the Month awards, be specific: write out and publicly explain exactly why a certain employee was selected. Like a rewards program for supermarkets, Staff Appreciation Programs can award points for punctuality, and any traits you would like to encourage. Call an employee to your office to thank them.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

AUGUST 31, 2018

If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service. Sean was named a 40 under 40 award recipient of the Philadelphia region. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint 2001 117

Michel Falcon Experience

JANUARY 16, 2017

Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. However, as an employee you can’t simply rely on your manager or the people around you to develop you to your full potential. Educating yourself doesn’t end after university or when you’re in your early years of your career.

Hospitality 122

Hospitality 2007 Airlines Books 122

ijgolding

MARCH 20, 2018

Tell me about your background. I found it fascinating to think about how you could build your brand by how you served and communicated with your customers. We’ve won several awards for our work. How can you influence customer behaviour and how can you mobilize your organisation to be customer centric?

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

PeopleMetrics

JUNE 18, 2019

Are you measuring empathy in your VoC program? Are you training your people to be empathetic to customer challenges? Are you balancing your CX technology and human investments? To explore more CX lessons, click here to download your copy of Listen or Die. What CX lessons have you learned in 2019? Sean holds a Ph.D.

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

FEBRUARY 20, 2019

The experience the customer has when they give you feedback influences their perception of your company—plus, no one likes receiving a phone call at dinnertime, as was often the case with CSAT tracks. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

CEM 94

CEM 2001 Feedback Call Center 94

Calabrio

OCTOBER 3, 2016

Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. You want your agents to feel energized. You want the interactions they have with your customers to be positive ones.

Contact Center 69

Contact Center Connections Definition Management 69

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. 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. Sometimes, you’re fortunate to have your own analyst.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JULY 29, 2020

so you know what to avoid when you're writing your own! Repeating the same question many times , often phrased differently each time, will ensure your respondent has a poor experience taking your survey. Sean was named a 40 under 40 award recipient of the Philadelphia region. Make the survey too long. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

West Monroe

OCTOBER 3, 2023

A business leader’s challenge: Gaining buy-in and engagement from your workforce around outsourcing to the extent that they not only find it acceptable, but turn into advocates for it because of how it benefits their own job satisfaction and careers. Understand your business goals and appetite for outsourcing.

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. Users need to know how to log in to your VoC software platform and how to handle customer complaints about a recent experience. Communication should be ongoing. Communication must continue.

Communication 54

Communication CEM 2001 Touchpoint 54

CSM Magazine

MAY 26, 2020

Even if these growing pains lead to great skill advancements and process improvements, that temporary space of feeling clumsy around the office doesn’t feel good. 2) Your Track Record with Change – Each time employees experience a failed attempt to introduce a change, they add it to a track record of all the changes that didn’t work.

Customer Centricity 92

Customer Centricity Leadership Consulting Employee Experience 92

PeopleMetrics

JULY 17, 2018

These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment! Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. Sean holds a Ph.D.

Measurement 210

Measurement CEM Telecommunications 2001 210

PeopleMetrics

JUNE 17, 2020

Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Share this Image On Your Site Please include attribution to peoplemetrics.com with this graphic. Click checklist to enlarge ).

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

CEM 121

CEM NPS 2001 Hotels 121

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. You can ask, “How much effort did you exert to solve your issue during your call on January 12?” Sean holds a Ph.D.

NPS 82

NPS Measurement CEM 2001 82

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. Share your plans on Twitter and tag us using @Confirmit.

2011 40

2011 Customer Experience Professionals Events Insurance 40

CSM Magazine

AUGUST 10, 2022

If you’re new to the job market, this is a great place to start your career! This guide will help you get started on your path to becoming an awesome customer service representative (CSR). This guide will help you get started on your path to becoming an awesome customer service representative (CSR). Resume Tips.

Customer Service 52

Customer Service Customer Service Representative Customers Retail 52

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Mapping your touchpoints. When you look at all the touchpoints on your map, each of them will likely fall into one of these five channels.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

MAY 24, 2018

"Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. In this book, Sean McDade provides a game plan for how to embed this inside your organization.". Jeanne Bliss , Best-selling Author of Would You Do That To Your Mother? and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

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. Know Your Meme. More #CXSecrets.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

JUNE 4, 2019

Who are your customers? Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

B2C 122

B2C B2B CEM 2001 122

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 are so important to your organization. Narrow your focus. You're not alone.

Feedback 76

Feedback CEM Management 2001 76

CSM Magazine

MARCH 9, 2018

If you want to improve the customer service experience provided to your clients, there are multiple things you can do, including understanding your target market and their needs and wants better, providing more comprehensive information, and responding to queries more quickly. Acknowledge and Reward Workers.

Engagement 60

Engagement Customer Service Social Media Connections 60

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. 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. Boost your survey health! So what is a healthy survey?

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

MARCH 12, 2018

Do you ever wonder if you're doing as well as your competitors? This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Take a look at your best five locations. Of course you do! Why internal benchmarking? Exemplify best practices.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Would you take your survey?

Touchpoint 86

Touchpoint Feedback CEM 2001 86

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. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

FEBRUARY 12, 2018

If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Think through your touch points. Start by thinking about how your customer would feel interacting with your company at any given point in time.

Hospitality 64

Hospitality CEM 2001 E-support 64

ijgolding

NOVEMBER 17, 2016

What are among your most proud CX accomplishments? Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. What is your best advice to those just entering the CX profession?

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95

PeopleMetrics

MARCH 21, 2018

After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. Think about this as you're designing your Voice of the Customer program. We all remember that dreaded phone call. We just want to do it on our terms. Photo by j on Unsplash.

Feedback 82

Feedback CEM 2001 Social Media 82

PeopleMetrics

AUGUST 7, 2019

Then begin to create your own internal business case for VoC. There are a plethora of publicly available studies and reports available for you to use to bolster your case. But if you have VoC running, your ROI possibilities are much greater. You can examine your own VoC data to build out a ROI case specific to your company.

Leadership 70

Leadership ROI CEM 2001 70