Eptica

MARCH 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Outsource Consultants

FEBRUARY 1, 2025

According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. Today, over 50% of Indian call centers use advanced AI-powered systems to enhance customer interactions (as reported by Deloitte in their 2023 Global Contact Center Survey).

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Cisco - Contact Center

MARCH 21, 2019

Using the power of cloud analytics and AI to enhance your customer experiences. Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. Two weeks ago I shared my view on the top five factors reshaping the contact center and customer experience.

Contact Center 40

Contact Center Airlines Analytics Self service 40

PeopleMetrics

JULY 20, 2020

Customer experience should be measured the same way - continuously. After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. No matter what it is, ask for feedback immediately after that experience, every time, all the time.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.).

Surveys 120

Surveys Feedback Consulting Consulting 120

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. No bad surveys.

Surveys 71

Surveys Consulting Consulting Analytics 71

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

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). To adapt your bank, you need advanced awareness of your environment, so you can build a customer experience that can survive in it.

Banking 79

Banking Customer Experience Surveys Finance 79

PeopleMetrics

OCTOBER 29, 2019

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey? In other words, how many completed surveys are you obtaining compared to the number of survey invitations sent?

Surveys 61

Surveys B2C B2B Consulting 61

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

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

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. It can't be any longer than that when you're asking for customer feedback. Do you have time to complete a quick survey? Would you take your survey?

Feedback 85

Feedback Surveys B2B Call Center 85

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. More confidence means you can create better customer experiences.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

JULY 13, 2020

In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Video is what most engages customers. Video captures customer feelings and emotions better than anything else. What is the best way to incorporate video into your surveys? Add video to your surveys!

Surveys 71

Surveys Consulting Consulting Feedback 71

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. Prove value right away.

Surveys 59

Surveys Technical Support Analytics Consulting 59

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

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. 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

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. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. Poor overall customer experience on a recent visit. Recognize alerts.

Morale 77

Morale Upselling Surveys Coaching 77

PeopleMetrics

FEBRUARY 20, 2019

PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results.

Feedback 94

Feedback Surveys Consulting Consulting 94

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

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

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 ). Generating Recognition Alerts.

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

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

PeopleMetrics

MAY 4, 2020

But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. The decentralized approach puts the follow-up in the hands of the people or department that is responsible for the customer experience.

Management 77

Management Customer centricity B2C Feedback 77

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.

Banking 91

Banking Consulting Consulting Feedback 91

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). Market Research vs. VoC.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. 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. Don't forget non-monetary rewards.

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Kirk: 2012, yeah.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

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.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

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

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. There is gold in each comment that customers share with you. And these unstructured comments are not just for solicited, transactional surveys. Enter text analytics.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

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

JANUARY 7, 2025

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. Most importantly, AI will free researchers to do their best workfiguring out the customer story and helping companies make better decisions on behalf of their customers.

Surveys 71

Surveys Marketing Personalization Customer Experience 71