Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I completed my engineering in 2001, majoring in Electronics. Customer centricity is the DNA of the company; every single person here passionately works towards the customer. Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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 163

Customer centricity Feedback Surveys Consulting 163

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. 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. Ready to collect feedback at every touchpoint?

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

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.

Feedback 76

Feedback Management Consulting Consulting 76

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 116

Best practices Customer centricity Feedback Consulting 116

PeopleMetrics

JUNE 29, 2020

This means assigning a person to find out why the customer felt unsafe, identifying the root cause of this feeling, providing detail on the root cause and identifying the operational change that must occur to prevent other customers from feeling this way in the future. Did anyone deliver exceptional service? What did they do?

Surveys 120

Surveys Feedback Consulting Consulting 120

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 122

B2C B2B Real estate Airlines 122

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 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

DECEMBER 12, 2019

If you hear a positive remark about a person, repeat it to that person as soon as possible—perhaps via email. See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). Recognize your employees’ personal accomplishments. Make it personal. Pass on the praise.

Banking 91

Banking Consulting Consulting Feedback 91

PeopleMetrics

DECEMBER 27, 2019

As the lead of the customer experience team, you have to be multi-functional, with the right mindset and communication skills to connect with different personalities. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. Sometimes, you’re fortunate to have your own analyst.

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

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 77

Brand ambassadors Employee engagement Morale Customer centricity 77

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

MAY 4, 2020

They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. We ask, “Did the person who contacted you fully address your concern or resolve your problem?” Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Management 77

Management Customer centricity B2C Feedback 77

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. 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.

Morale 77

Morale Upselling Surveys Coaching 77

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. The 40 Lessons That Turn Customer Feedback into Gold. Your advertising and marketing should be consistent with that. Consistency is key.

Marketing 67

Marketing Advertising Consulting Consulting 67

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 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

FEBRUARY 12, 2018

E very touch point needs to go really well on every channel - whether it's online, in-person, or calling a call center. 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.

Banking 63

Banking Call Center Consulting Consulting 63

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. Here are some folks who who were with the team then, and there's another Reason Research person, Heather.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

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 209

Telecommunications Wireless Surveys Feedback 209

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! One person or team will initiate the study, collect data, analyze the results, and present the results to a few people within the organization. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 54

Feedback Consulting Consulting Marketing 54

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 ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. especially when building your initial program. Ready to tell your VoC story?

Surveys 59

Surveys Technical Support Analytics Consulting 59