2001, Consulting and Feedback - Customer Contact Central

5 Strategies for CX Excellence

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?". And their feedback should always be available in real-time. Here they are!

Customer centricity

Customer centricity Feedback Surveys Consulting

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Feedback

Feedback Surveys B2B Call Center

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback

Feedback Surveys Benchmark Consulting

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

Feedback

Feedback Interactive Voice Response Surveys Contact Center

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

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? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone. Sean holds a Ph.D.

Feedback

Feedback Management Consulting Consulting

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Prioritizing Action. Have questions about a B2B or B2C VoC program?

B2C

B2C B2B Real estate Airlines

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

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. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book. Sean holds a Ph.D.

Customer Service

Customer Service Consulting Consulting Analytics

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Employee feedback is vital to effective communications. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Listen to your team.

Best practices

Best practices Customer centricity Feedback Consulting

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

FEBRUARY 21, 2018

“One common mistake I see from call centers that I have consulted with over the last year is…”. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. That most did not know about virtual queuing with web callback that are part of most systems today.

call center software

call center software Call Center Contact Center Interactive Voice Response

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

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. Solicited & Unsolicited Feedback. Solicited Feedback. Unsolicited Feedback. solicited.

Feedback

Feedback Surveys Big data Customer centricity

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Use the open-ended feedback from your NPS Safety question to eventually add other questions about safety to your survey. Did anyone deliver exceptional service? What did they do? Gearing up to reopen?

Surveys

Surveys Feedback Consulting Consulting

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Everyone Wins with VoC. Continuous Conversations.

Feedback

Feedback Surveys Consulting Consulting

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy. Sean holds a Ph.D.

Finance

Finance Feedback Consulting Consulting

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

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

Feedback Chief Customer Officer Best practices Consulting

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

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. So why does the transition from market research to customer experience come so naturally to CX professionals?

Marketing

Marketing Advertising Feedback Consulting

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Stay tuned! Ready to close the loop? Sean holds a Ph.D.

Feedback

Feedback Consulting Consulting Marketing

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

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

Surveys

Surveys Banking Accountability Consulting

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Legal & Procurement.

Telecommunications

Telecommunications APIs Analytics Feedback

11 Contact Center Technologies to Boost Customer Satisfaction

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. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Contact Center

Contact Center Technology Self service Call Center

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

You should leverage positive customer feedback as well! A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Set up a recognition program today!

Brand ambassadors

Brand ambassadors Employee engagement Morale Customer centricity

A Bonus Recommendation for Reopening Your VoC Program

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. Make sure you or someone on your team watches each and every video that a customer shares. Add video to your surveys!

Surveys

Surveys Consulting Consulting Feedback

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

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. RCA is a game changer. Set up RCA today! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Best practices

Best practices Consulting Consulting Analytics

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. 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. Go to each location.

Benchmark

Benchmark Feedback Metrics Best practices

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). Designate successful teams and employees as office consultants. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Everyone loves to have choices, right?).

Banking

Banking Consulting Consulting Feedback

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. We help companies figure out what customers are saying and then take action on that feedback. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Download the video transcript here.

Consulting

Consulting Consulting Feedback Analytics

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample). Voice of the Customer. Merging the Best of Both Worlds. The reason?

Marketing

Marketing Advertising Feedback Consulting

How to Write a Really Bad Survey

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. Y our customers will thank you for it! No bad surveys. Contact PeopleMetrics: About the Author.

Surveys

Surveys Consulting Consulting Analytics

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots. Let's start building. Sean holds a Ph.D.

Surveys

Surveys Feedback Consulting Consulting

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). VoC, on the other hand, provides daily customer feedback that allows the organization to discover that the feature was a favorite in real time and that customers value it as part of their daily experience.

Telecommunications

Telecommunications Wireless Surveys Feedback

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics

Analytics Telecommunications Wireless Feedback

Millennials and the Work Ethic

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. and founder of the research and consulting firm, Millennial Branding, describes them this way, ”self-centered, needy, and entitled with unrealistic work expectations.” They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0

Contact Center

Contact Center Contact center software Interactive Voice Response Chatbots

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. VoC gathers customer feedback during, or soon after, an experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer centricity

Customer centricity Feedback Marketing Consulting

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

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. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

Marketing

Marketing Advertising Consulting Consulting

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. 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. Click here to download the book.

Interactive Voice Response

Interactive Voice Response Metrics Benchmark Surveys

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 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. Which alerts work best for YOUR company? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Morale

Morale Upselling Surveys Coaching

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! 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.

Surveys

Surveys B2C B2B Consulting

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C

B2C Benchmark Surveys Feedback

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Telecommunications

Telecommunications Consulting Consulting Surveys

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

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. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

Banking

Banking Call Center Consulting Consulting

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

Feedback

Feedback Consulting Consulting Marketing

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Listen to your customers!

Airlines

Airlines Customer effort Accountability Consulting

A Bonus Lesson from Listen or Die

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! ). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Over the past year, another lesson has emerged that I would like to share with you. Sean holds a Ph.D.

Best practices

Best practices Interactive Voice Response Chatbots Consulting

How to Leverage India BPOs for Global Success

Outsource Consultants

FEBRUARY 1, 2025

— CX Partner, Outsource Consultants The Rise of India’s BPO Industry The early 2000s saw exponential growth in India’s call center industry. According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. Is Outsourcing to India Still Worth It?

outsourcing

outsourcing Business Process Outsourcing Call Center Average Handle Time

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 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. Ready to tell your VoC story? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Surveys

Surveys Technical Support Analytics Consulting

5 Strategies for CX Excellence

#CXSecrets: Collecting Feedback IS a Touchpoint

Trending Sources

#CXSecrets: Don't Limit Feedback Opportunities

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Best Practices in Communications to Improve Employee Experience

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

5 Recommendations for Reopening your VoC Program

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

CX Secrets: Not measuring CX is like not counting your money

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

The One Relationship That Determines The Success of Your VoC Program

11 Contact Center Technologies to Boost Customer Satisfaction

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

A Bonus Recommendation for Reopening Your VoC Program

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Introducing CX Secrets with Sean McDade

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

How to Write a Really Bad Survey

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Millennials and the Work Ethic

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

CX Secrets: The Importance of Aligning CX with Marketing

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

The 3 Most Valuable Types of VoC Alerts

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

How to Tie Compensation to Your VoC Program

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

CX Secrets: Keeping a CX Mindset

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

American Airlines Creating Wi-Fi Friction

A Bonus Lesson from Listen or Die

How to Leverage India BPOs for Global Success

Do You Need a Survey Tool or a VoC Partner?

Stay Connected