PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM 2001 Social Media Blog 71

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're not alone. But you can't do it alone - you need help. Sean holds a Ph.D.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 117

CEM Customer Service Touchpoint 2001 117

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more.

CEM 142

CEM Books Customer Retention Customer Experience Management 142

CloudCherry

DECEMBER 1, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer Experience Management Program Components.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Ian Williams

JUNE 10, 2019

In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. One key consideration is the lack of differentiation between transformation & management. Logic dictates that when customer experiences are poor, they must first be changed before they can be managed on an ongoing basis.

CEM 40

CEM Customer Experience Consulting Sales 40

Bob Hayes

AUGUST 15, 2016

In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. First, let's review CEM programs. Practices in Customer Experience Management Programs.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM 2001 Feedback Call Center 94

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking 91

Banking CEM Employee Experience 2001 91

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 48

CEM 2001 Books 2019 48

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . The Relationship Between Customer Experience Management and Sales. Please click here to learn more. An Inside Look at the Casino Experience. appeared first on Beyond Philosophy.

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

2015 163

2015 Customer Experience CEM Webinar 163

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

B2C 122

B2C B2B CEM 2001 122

ClearAction

DECEMBER 16, 2017

Besides management’s example in walking the talk, these reminders may be the next best thing to having the customer physically in your meeting rooms to monitor your dedication to superior customer experience. Customer experience management is a discipline that’s sorely needed in every industry.

Customer Centricity 54

Customer Centricity CEM Customers Culture 54

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Communication 54

Communication CEM 2001 Touchpoint 54

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. They don’t.

CEM 122

CEM 2004 Books Retail 122

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. 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. Listen or Die provides some great advice for closing the gap.".

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

NPS 82

NPS Measurement CEM 2001 82

Beyond Philosophy

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog. Request feedback.

CEM 146

CEM Books Webinar Customer Centricity 146

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Marketing 67

Marketing CEM 2001 Advertising 67

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. That is to say, Amazon has it—and Bank of America doesn’t. I am not a fan of banks.

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management (..)

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

PeopleMetrics

OCTOBER 29, 2019

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

CEM 61

CEM 2001 B2C Measurement 61