Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint 2001 117

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. All CEM programs are not the same.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Research in employee e xperience shows that passionate, enthusiastic employees provide a better customer experience. Even if they can only see each other on Zoom! Sean holds a Ph.D.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

PeopleMetrics

JULY 13, 2020

Video is what most engages customers. Video captures customer feelings and emotions better than anything else. With safety being the top concern above all else, capturing how your customers felt after their experience will yield insights that you could never get from a rating question or even an open-ended question. The reason?

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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). Real time.

CEM 94

CEM 2001 Feedback Call Center 94

PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Today, we're going to talk about the Building Phase.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible. Sean holds a Ph.D.

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

JUNE 29, 2020

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.”. Basically, any company that is re-introducing human interactions with customers. Now, your customers need to feel safe. Yes and no). Yes, before NPS.

CEM 121

CEM NPS 2001 Hotels 121

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. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. 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. The Information Technology (IT) Department.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JULY 29, 2020

And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. surveys sent to customers after an event such as a visit to a hotel, call to a support line, or a technician visit to a home) should take no more than 3 minutes to complete, ideally more like 1 minute. No bad surveys.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

JUNE 4, 2019

Who are your customers? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. 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. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! 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. Most customers will not even read this, let alone answer it.

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Print this article. Start with the best. Exemplify best practices.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. In other words, a positive employee experience is a boost to any business’ bottom line.

Banking 91

Banking CEM Employee Experience 2001 91

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! The article is now live on his web site and titled In Praise of the Mundane.

Customer Experience 60

Customer Experience Events CEM ROI 60

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. Touchpoints vary. The forgotten touchpoint.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

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. You want to fix it, FAST.

CEM 98

CEM Books Social Media Customer Centricity 98

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? basically all the different parts of your company who impact the customer experience. Look familiar?

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. Here’s the deal.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

MARCH 21, 2018

In this edition of #CXSecrets , I will explore the power shift in feedback collection from companies to customers, and reveal the advantages of letting your customers provide feedback any way they want, any time they want. When I first started, we would call customers on the phone - on our time - to ask them for feedback.

Feedback 82

Feedback CEM 2001 Social Media 82

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Treat every customer like a house guest. Photo by +Simple on Unsplash.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin.

CEM 60

CEM 2001 ROI Touchpoint 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! The article is now live on his web site and titled In Praise of the Mundane.

Events 60

Events CEM ROI Customer Satisfaction 60

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

Leadership 70

Leadership ROI CEM 2001 70

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

PeopleMetrics

FEBRUARY 13, 2018

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. Listen to your customers!

Airlines 66

Airlines CEM 2001 Travel 66

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. But again, every customer satisfaction metric has several factors that influence the results.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. Unstructured customer feedback is key to unsolicited feedback as well, especially social reviews.

CEM 79

CEM Telecommunications Hotels 2001 79

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ClearAction

AUGUST 24, 2008

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The analogies they use to explain the customer experience.

Insights 87

Insights Customer Experience CEM Social Media 87