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 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

PeopleMetrics

NOVEMBER 22, 2019

Some of our clients also have daily or weekly team briefings to keep everyone current with what’s going on with the customer experience and VoC. Once customer feedback via VoC begins to roll in, you are not done! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Communication 54

Communication CEM 2001 Touchpoint 54

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. 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.

Marketing 67

Marketing CEM 2001 Advertising 67

Lumoa

SEPTEMBER 16, 2022

NPS measures the satisfaction level of your customers, not just the attitudes they hold towards your company. You can improve your product every day but what’s the point if your customers leave and remain unhappy? They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

CX Journey

SEPTEMBER 16, 2014

Reputation management is defined on Wikipedia as: The practice of monitoring the reputation of an individual or brand, addressing contents which are damaging to it, and using customer feedback solutions to get feedback or early warning signals to reputation problems. In our world, I think we focus mainly on the latter.

Customer Experience Management 65

Customer Experience Management Management CEM Customer Experience 65

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

2017 40

2017 Insurance CEM Touchpoint 40

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. 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

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

JUNE 1, 2015

It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. CEM – Customer Experience Management. Customer Satisfaction refers to the measure of a customer’s satisfaction with your product or service.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth. Unanswered questions. Convergence!

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. Meet ISO objectives and drive ISO improvement measures.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience E-support 48

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. All signs point to a successful Voice of Customer (VoC) program. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100