PeopleMetrics

JULY 20, 2020

No matter what it is, ask for feedback immediately after that experience, every time, all the time. Customer feedback should NOT be anonymous. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Topic: Customer Experience. Have you checked Twitter and Facebook lately?

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

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. Topic: Employee Experience. As CEO, he guides the company’s vision and strategy.

Employee Experience 116

Employee Experience Communication CEM 2001 116

PeopleMetrics

JULY 13, 2020

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. Topic: Customer Experience. Sean holds a Ph.D.

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

AUGUST 31, 2018

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

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

FEBRUARY 20, 2019

Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).

CEM 94

CEM 2001 Feedback Call Center 94

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. It’s also important that they know what they are authorized to do to save the customer.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

DECEMBER 27, 2019

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

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JULY 29, 2020

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. Topic: Customer Experience. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

PeopleMetrics

JUNE 18, 2019

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

CEM 48

CEM 2001 Books 2019 48

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

PeopleMetrics

JUNE 4, 2019

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

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

JUNE 17, 2020

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. Topic: Customer Experience. Sean holds a Ph.D.

CEM 83

CEM 2001 Touchpoint NPS 83

CSM Magazine

FEBRUARY 22, 2022

Customer experience is all about how the customer perceives the journey of doing business with you, which is made up of many touch points. Zendesk (customer support software). Zendesk is one of the best customer experience tools for IT companies. Spiceworks (help desk and IT community software). Conclusion.

Customer Experience 52

Customer Experience Multi-Channel Social Media CEM 52

PeopleMetrics

JUNE 29, 2020

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. Topic: Customer Experience. Sean holds a Ph.D.

CEM 121

CEM NPS 2001 Hotels 121

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this?

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: 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.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

SEPTEMBER 12, 2019

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

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

DECEMBER 12, 2019

In other words, a positive employee experience is a boost to any business’ bottom line. As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Yet most office environments inspire apathy, not excitement. Sean holds a Ph.D.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

MARCH 12, 2018

Internal benchmarking is an incredibly effective, low-hanging-fruit way to enhance the customer experience across the enterprise, and you can be incredibly successful in improving your customer experience program if you take this approach. Print this article. The 40 Lessons That Turn Customer Feedback into Gold.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

MARCH 26, 2018

Be sure to dedicate time to optimize this vital piece of the customer journey, and your overall customer experience program will reach greater heights. Print this article. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

OCTOBER 29, 2019

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

CEM 61

CEM 2001 B2C Measurement 61

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. 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 70

CEM 2001 Books Measurement 70

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. There are ten other examples given in the article. Regardless, the article statistically shows that they had an effect. They don’t.

CEM 122

CEM 2004 Books Retail 122

Beyond Philosophy

MARCH 17, 2015

The result of their changes was a 47% increase in sales with no additional marketing support. It’s all about Neuromarketing, which is a type of marketing growing in popularity because it uses research to determine how a consumer’s brain responds to stimuli. I would be interested to hear in your comments below.

Sales 151

Sales 2007 CEM Books 151

PeopleMetrics

MARCH 21, 2018

If you provide more opportunities for your customers to give feedback on their terms, you will receive higher quality feedback more frequently than ever before; ultimately enriching your dataset and allowing you to better understand the best ways to serve your customers moving forward. Print this article. More #CXSecrets.

Feedback 82

Feedback CEM 2001 Social Media 82

PeopleMetrics

AUGUST 7, 2019

(2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Over the long term, a portfolio of those Customer Experience Leader firms far outperformed their Laggard counterparts. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM 2001 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 has over 20 years of experience helping companies measure and improve the customer experience.

Feedback 76

Feedback CEM Management 2001 76

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

Hospitality 64

Hospitality CEM 2001 E-support 64

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations.

CEM 98

CEM Books Social Media Customer Centricity 98

PeopleMetrics

JULY 10, 2018

Which company is going to publicly announce that they do not care about customers and what they have to say? But the reality is that becoming truly customer-centric is about more than developing vague marketing statements. The more important question is this: “As an organization, what can we do today to put the customer first?”.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Listen to your customers! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Airlines 66

Airlines CEM 2001 Travel 66

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Also, it helps you improve all touchpoints.

Customer Journey Mapping 93

Customer Journey Mapping Touchpoint Customer Journey Social Media 93

Beyond Philosophy

NOVEMBER 4, 2014

The New York Times had an interesting article on the power of too many choices. The jam study took place in a gourmet market in California. Professor Iyengar had this to say in the article, “The presence of choice might be appealing…but in reality, people might find more and more choice to actually be debilitating.”.

CEM 113

CEM 2014 2011 2010 113

PeopleMetrics

OCTOBER 3, 2019

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

CEM 60

CEM 2001 ROI Touchpoint 60

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Magazine 92

Magazine Marketing Social Media Consumers 92

PeopleMetrics

JULY 31, 2018

An approach to unstructured data analysis made popular with market researchers is called open-ended coding. A person is tasked with reviewing a small sample (one hundred is common) of open-ended customer comments and the goal is to identify major “themes” from these comments. Here’s how it works. Sean holds a Ph.D.

CEM 79

CEM Telecommunications Hotels 2001 79