PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 210

Measurement CEM Telecommunications 2001 210

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. Download the chart from this video. ? ? ?. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?.

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( 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 holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint 2001 117

Lumoa

MARCH 5, 2018

Instead of online catalogue, they have to download a pdf or even order a paper brochure. So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. Customer Experience is the new black.

B2B 121

B2B B2C Customer Experience CEM 121

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. Download the chart from this video. ? ? ?. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Marketing 71

Marketing Customer Experience CEM Download 71

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

JUNE 18, 2019

To explore more CX lessons, click here to download your copy of Listen or Die. 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 48

CEM 2001 Books 2019 48

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

Confirmit

DECEMBER 4, 2018

The number of customer service channels and touch points has increased, and creating positive and consistent experiences has become a real challenge. Powering Voice of the Customer Experience Programs. Download the factsheet to learn how Confirmit Voices can help your organization.

Financial 40

Financial CEM Download Loyalty 40

PeopleMetrics

AUGUST 21, 2018

Click here to download the book. 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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

SEPTEMBER 12, 2019

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. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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. Sean holds a Ph.D.

Marketing 67

Marketing CEM 2001 Advertising 67

Clarabridge

JANUARY 11, 2017

Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start. You need a simple way to visualize each touchpoint and the customer sentiment associated with each one. Lisa holds a B.A.

CEM 40

CEM Customer Journey Mapping 2016 Customer Journey 40

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Download the video transcript here. 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. Why I'm writing Listen or Die!

CEM 70

CEM 2001 Books Measurement 70

Clarabridge

OCTOBER 27, 2015

But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing. And now you can prove it.

CEM 75

CEM 2015 2014 Download 75

PeopleMetrics

MARCH 12, 2018

In this edition of #CXSecrets , I'll explain how you can use insights from internally benchmarking against yourself within your own organization to quickly enhance your customer experience program. Watch this edition of #CXSecrets above, or click here to download the video transcript. Why internal benchmarking?

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

PeopleMetrics

MARCH 26, 2018

In this edition of #CXSecrets , I will reveal why it is essential to include customer feedback collection as a part of your overall customer touchpoint map, as well as a few quick tips for optimizing the feedback collection experience. Watch this edition of #CXSecrets above, or click here to download the video transcript.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

MARCH 7, 2018

In this edition of #CXSecrets, I'm going to reveal how CX leaders can get the tedious task of setting up a feedback platform off their plate so they can focus on the task at hand - strategically improving the customer experience across their organization. Many titles, same job. CX leaders today hold many different titles.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

FEBRUARY 12, 2018

To create a Customer Experience (CX) Mindset across your organization, make yourself think like a high-end hospitality company - even if you're not one - and you'll have an incredible competitive advantage going forward. Watch this edition of CX Secrets above , or click here to download the video transcript. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM 2001 E-support 64

CX Journey

NOVEMBER 30, 2016

It is this - the convergence of traditional and digital communications - and how they impact the customer experience that became the premise for the second whitepaper that I wrote for, and in conjunction with, GMC Software: The Convergence of Customer Communications Management and Customer Experience Management.

CEM 64

CEM Customer Journey Mapping Communication Call Center 64

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. Watch this edition of #CXSecrets above, or click here to download the video transcript. Sean holds a Ph.D.

Feedback 82

Feedback CEM 2001 Social Media 82

PeopleMetrics

JULY 10, 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. Sean holds a Ph.D.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

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. Sean holds a Ph.D.

CEM 79

CEM Telecommunications Hotels 2001 79

Responsetek

MAY 4, 2018

Understanding the impact the current portfolio has on customer choice, and speed of choice, and what levers can be utilised to ensure the customers act in favour of a particular brand. . Download eBook. The post POV: The Choice Dilemma appeared first on ResponseTek.

CEM 40

CEM 2004 Consumers Presentation 40

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. Inmoment Contact for details 4.7 (5)

Multi-Channel 52

Multi-Channel 2023 Feedback Social Media 52

PeopleMetrics

SEPTEMBER 24, 2018

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 226

CEM Marketing 2001 Advertising 226

PeopleMetrics

MARCH 4, 2020

In its most basic form, "closing the loop" means that your VoC software platform “alerts” people within the organization when something (usually negative) happened during the last customer experience. Download : The Closed-Loop VoC Process Map. The Power of Real-Time Alerts. Real-time alerts are integral to VoC.

ROI 83

ROI CEM 2001 Download 83

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. Watch this edition of #CXSecrets above, or click here to download the video transcript. Final thought. More #CXSecrets. As CEO, he guides the company’s vision and strategy.

Measurement 97

Measurement CEM 2001 Touchpoint 97

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Do you love CEM as much as we do? Download This Guide to NPS for Beginners. So let’s start! using a 0-10 scale.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

PeopleMetrics

APRIL 9, 2018

In this edition of #CXSecrets , we'll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies. Watch this edition of #CXSecrets above, or click here to download the video transcript.

2001 70

2001 CEM Marketing Voice of Customer 70

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Do you love CEM as much as we do? Download This Guide to NPS for Beginners. So let’s start! using a 0-10 scale.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

PeopleMetrics

AUGUST 7, 2018

Click here to download the book. For more about NPS (plus a bonus checklist), fill out 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 70

NPS Net Promoter Score CEM 2001 70

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. Sean holds a Ph.D.

Feedback 72

Feedback CEM 2001 Hotels 72