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. The more effort a customer expends on resolving their issue, the more negative the customer experience.

Surveys 82

Surveys Banking Accountability Consulting 82

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.

Finance 97

Finance Feedback Consulting Consulting 97

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Contact Center: an important touchpoint where customers call for more information or assistance. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 70

Marketing Advertising Feedback Consulting 70

PeopleMetrics

FEBRUARY 20, 2019

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 94

Feedback Surveys Consulting Consulting 94

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. In my experience, loop closing makes transactional VoC the anti-market research. Download : The Closed-Loop VoC Process Map.

Feedback 83

Feedback Consulting Consulting Marketing 83

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.

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

PeopleMetrics

MAY 28, 2020

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Best practices 87

Best practices Consulting Consulting Analytics 87

PeopleMetrics

MARCH 26, 2018

Consider this: if you were your customer and you got your organization's survey (or other mechanism to provide feedback), would it be a fantastic experience? Would you recommend that experience to others? Customer experience is cumulative. Every touchpoint counts towards the bigger picture. Print this article.

Feedback 85

Feedback Surveys B2B Call Center 85

CSM Magazine

MARCH 20, 2024

The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination. In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

PeopleMetrics

JULY 13, 2020

Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. 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.

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

FEBRUARY 2, 2018

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. Purchase Outside In on Amazon. Sean holds a Ph.D.

Consulting 69

Consulting Consulting Feedback Analytics 69

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. Interview the people who are delivering those fantastic experiences.

Benchmark 69

Benchmark Feedback Metrics Best practices 69

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Click infographic to enlarge ). Share this Image On Your Site.

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

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.

Feedback 76

Feedback Management Consulting Consulting 76

PeopleMetrics

JULY 29, 2020

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. Topic: Customer Experience. As CEO, he guides the company’s vision and strategy.

Surveys 71

Surveys Consulting Consulting Analytics 71

aircall

JANUARY 16, 2018

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. Luckily, on a cloud-based system, there’s an easy way to see if your activity is translating to productivity and customer success. In fact, life is easy “in the cloud.” Will The Lines Be Ready In Time? Predictive menus?

Interactive Voice Response 91

Interactive Voice Response voip CRM Morale 91

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 67

Marketing Advertising Consulting Consulting 67

PeopleMetrics

MARCH 21, 2018

This is really important in the customer experience space because now the anonymity of that feedback has pretty much gone away. In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it.

Feedback 82

Feedback Surveys Benchmark Consulting 82

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Poor overall customer experience on a recent visit. T hat a problem occurred during their most recent experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Morale 77

Morale Upselling Surveys Coaching 77

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

SEPTEMBER 24, 2018

VoC programs, with their continuous flow of real-time feedback from every customer (not just a sample of customers), are becoming the single source of truth for customer feedback, for both customer experience and, in some cases, market research teams. As CEO, he guides the company’s vision and strategy.

Marketing 225

Marketing Advertising Feedback Consulting 225

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. Photo by +Simple on Unsplash. Think through your touch points.

Banking 63

Banking Call Center Consulting Consulting 63

Natalie Petouhof

SEPTEMBER 8, 2015

How Does Productivity Affect Customer Engagement? Turning data into intelligent action is a cornerstone of business transformation and productivity, and the new Dynamics CRM release includes data management and advanced analytics capabilities powered by Cortana Analytics Suite. Happy employees make happy customers.

CRM 58

CRM Analytics Sales Accountability 58

PeopleMetrics

AUGUST 7, 2018

It can provide excellent insight into the overall relationship you have with your customers, but it falls short in measuring how well the most recent experience went. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Sean holds a Ph.D.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Listen to your customers! They won’t let you down. As CEO, he guides the company’s vision and strategy.

Airlines 66

Airlines Customer effort Accountability Consulting 66

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. Yet most office environments inspire apathy, not excitement. Sean holds a Ph.D.

Banking 91

Banking Consulting Consulting Feedback 91

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. The goal is to create a consistent customer experience at every one of their locations.

Feedback 72

Feedback Surveys Big data Customer centricity 72

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. Watch the clock. Sean holds a Ph.D.

Surveys 61

Surveys B2C B2B Consulting 61

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. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

CSM Magazine

AUGUST 3, 2021

McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. The Customer Experience team aims to transform how customers interact with McDonald’s.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

PeopleMetrics

JULY 24, 2019

Bonus programs do not need to include every employee either — in fact, bonuses are typically reserved only for the people who are accountable for the customer experience. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Don't forget non-monetary rewards.

B2C 61

B2C Benchmark Surveys Feedback 61

Help Scout

JUNE 24, 2021

Along with managing incoming customer communications, many help desk tools let you offer proactive support through knowledge bases and automated messages. When you create a strong customer experience, you better retain customers and grow your bottom line. Kayako originally set out in 2001 to make a more usable help desk.

SaaS 85

SaaS Self service CRM Analytics 85

PeopleMetrics

OCTOBER 3, 2019

As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. A good value-added VoC partner can also help you identify specific things you can do immediately to improve the customer experience.

Surveys 59

Surveys Technical Support Analytics Consulting 59

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. As CEO, he guides the company’s vision and strategy.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66