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

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Explore our CX solutions, designed to deliver a consistent experience every time. Watch on YouTube. ? ? ?.

Feedback 71

Feedback Management CEM Customer Centricity 71

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. Click here to download the book. To learn more about how to get the best of both worlds, contact us: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 226

CEM Marketing 2001 Advertising 226

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

PeopleMetrics

JUNE 28, 2021

In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more. Explore our CX solutions, designed to deliver a consistent experience every time. Watch on YouTube. ? ? ?.

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

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 must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

AUGUST 31, 2018

Click here to download the book. 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.

CEM 117

CEM Customer Service Touchpoint 2001 117

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

NOVEMBER 9, 2021

We share how you can mix your market research and customer experience initiatives to get the most out of your budget and get actionable learnings from the data you collect. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more.

Marketing 71

Marketing Customer Experience CEM Download 71

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.

CEM 48

CEM 2001 Books 2019 48

CloudCherry

MARCH 19, 2019

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. Reduce Costs.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Sean holds a Ph.D.

CEM 70

CEM 2001 Books Measurement 70

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. It’s not just about the rational parts of the experience, like how many times the phone rings before it is answered or your hours of operation. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 163

2015 Customer Experience CEM Webinar 163

PeopleMetrics

FEBRUARY 20, 2019

Click here to download the book. 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. Thinking about switching to VoC?

CEM 94

CEM 2001 Feedback Call Center 94

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

Beyond Philosophy

NOVEMBER 24, 2014

This technique can require detailed research including Implicit-Association Tests (IAT), which is a test that measures the strength of the association between concepts and memory, or a Functional Magnetic Resonance Imaging (fMRI), a technique for measuring brain activity in response to stimulus.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

PeopleMetrics

JUNE 4, 2019

Click here to download the book. 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. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth. More #CXSecrets.

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

AUGUST 7, 2018

This is why this lesson is so early in the book. In fact, NPS is regularly reported in some quarterly results, and it has become the de facto standard for how well companies are doing with their customers. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks.

NPS 70

NPS Net Promoter Score CEM 2001 70

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. More #CXSecrets.

Marketing 67

Marketing CEM 2001 Advertising 67

Beyond Philosophy

OCTOBER 6, 2014

What emotions does your current experience evoke from your Customers? How involved is senior management in your Customer Experience details? How do you measure the success of your Customer Experience? How often do you listen to what Customers have to say about your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. These are operationally focused, however, and not focused on the Customer’s needs.

CEM 98

CEM Books Social Media Customer Centricity 98

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. The 40 Lessons That Turn Customer Feedback into Gold. Print this article.

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

FEBRUARY 12, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. Look out for more CX Secrets videos soon, and the book release in early 2018! Visit our YouTube channel to see all of the videos in the series.

Hospitality 64

Hospitality CEM 2001 E-support 64

PeopleMetrics

JULY 10, 2018

In fact, as the title of this book implies, I believe that the choice is simple—either listen to your customers or die. Ask RadioShack, Blockbuster, BlackBerry, Kodak, and any other companies that were once on top and then stopped listening to their customers. Becoming Customer-Centric. The Benefits of Customer Listening.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

MARCH 7, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold. 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

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. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

DECEMBER 12, 2019

If you know an employee is into rock climbing, for instance, you could give them a book on this topic with an inscription of your thanks. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Banking 91

Banking CEM Employee Experience 2001 91

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

JULY 23, 2018

Click here to download the book. 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.

Feedback 72

Feedback CEM 2001 Hotels 72

Beyond Philosophy

MAY 26, 2015

In my experience, employers want people who do things, not talk about doing things. Success is not just about being clever as measured by a qualification. For more important Customer Experience concepts, register for our Advanced. Customer Experience Management (CEM) Certification Course beginning on April 20th.

Leadership 142

Leadership CEM Travel Books 142

PeopleMetrics

JULY 31, 2018

Click here to download the book. 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.

CEM 79

CEM Telecommunications Hotels 2001 79

delighted

JULY 19, 2019

The following three sections cover all the terms you’ll need to know to pave the way for your organization’s customer experience strategy: Core Customer Experience concepts. Measuring the Customer Experience. Improving the Customer Experience. Core Customer Experience concepts.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

ClearAction

AUGUST 24, 2008

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. This approach to VOC and CEM has certainly been eye-opening!

Insights 87

Insights Customer Experience CEM Social Media 87

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. The customer isn’t always at the heart of these programmes, the organisation is.

2017 45

2017 2018 Chief Customer Officer NPS 45