PeopleMetrics

JULY 13, 2020

In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. What is the best way to incorporate video into your surveys? Start slow by including a video option at the end of your survey about a recent experience. Add video to your surveys! The reason?

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Add an “NPS Safety” question in the very beginning of the survey. Safety is everything these days, so get to it right away in your survey. Your FIRST survey question should be: “Overall, how safe did you feel when visiting [x]?”

Surveys 121

Surveys Feedback Consulting Consulting 121

PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

Surveys 60

Surveys Technical Support Analytics Consulting 60

PeopleMetrics

SEPTEMBER 12, 2019

For example, you might ask about their most recent experience with a field services representative through an email survey. For website feedback, pop-up surveys can ask the customer for feedback while they are on the website or after they leave. If your primary customers are millennials, they might prefer a text message survey.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Everyone Wins with VoC. Continuous Conversations. Empowered Customers.

Feedback 94

Feedback Surveys Consulting Consulting 94

PeopleMetrics

JUNE 17, 2020

No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

JUNE 4, 2019

SURVEY RESPONSE RATE: 15 - 30%. 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. SALES FORCE: Key touchpoint.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

JUNE 8, 2020

First you ask in a survey, “Did anybody go out of their way to deliver an exceptional experience for you today?” He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Please include attribution to peoplemetrics.com with this graphic. Generating Recognition Alerts.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

Morale 78

Morale Upselling Surveys Coaching 78

PeopleMetrics

MARCH 26, 2018

Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket. Do you have time to complete a quick survey? Would you take your survey? It can't be any longer than that when you're asking for customer feedback. Sean holds a Ph.D.

Feedback 86

Feedback Surveys B2B Call Center 86

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). It’s $500,000 saved in churn compared to whatever you are investing in VoC. Conclusion.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

PeopleMetrics

JULY 24, 2019

Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues. And what about your basic survey health? Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score.

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. Need help wrangling internal stakeholders? Sean holds a Ph.D.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

PeopleMetrics

MARCH 21, 2018

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

Feedback 82

Feedback Surveys Benchmark Consulting 82

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Exemplify best practices. Let's say you're a hotel. Go to each location.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

PeopleMetrics

MARCH 1, 2018

If you don’t know what your customers' experience is every day - and when I say “know,” I mean reaching out to your customers via a survey or some other means after each experience - then you don't know whether your best customers are having great experiences. You risk losing your best customers. Sean holds a Ph.D.

Finance 97

Finance Feedback Consulting Consulting 97

PeopleMetrics

JULY 23, 2018

In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback). The core of most VoC programs, solicited transactional surveys reach out to customers during or immediately after an experience. It is an absolute must. Click here to download the book.

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

DECEMBER 12, 2019

Designate successful teams and employees as office consultants. 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.

Banking 91

Banking Consulting Consulting Feedback 91

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 116

Contact Center Technology Self service Call Center 116

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. Rob Boirun is the owner and operator of The Reviewster Network which is a review and compare network for categories of similar items.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. Mine has been a roller coaster journey. However, to be honest, there were really very few jobs for engineers in that year.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Russel Lolacher

FEBRUARY 20, 2023

I’m 82% of parents surveyed across North America said the same thing. It used to be at around 50 to 60% of teenagers 16 to 19 were engaged in labor market, that was true across the entire 20th century, from 2001. Because again, we don’t do much consulting, work, post employment. Did you have them assigned to you?

Education 52

Education Personalization Employee engagement Coaching 52

PeopleMetrics

MAY 4, 2020

In response, we created what we call a Full Circle Survey. 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.

Management 78

Management Customer centricity B2C Feedback 78