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

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 Feedback 61

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. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

Surveys 82

Surveys Banking Accountability Consulting 82

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

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

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

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

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 94

Feedback Surveys Consulting Consulting 94

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. SURVEY RESPONSE RATE: 15 - 30%. Prioritizing Action.

B2C 122

B2C B2B Real estate Airlines 122

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 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. First you ask in a survey, “Did anybody go out of their way to deliver an exceptional experience for you today?”

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

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. Sometimes, you’re fortunate to have your own analyst. Legal & Procurement.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

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? Are you collecting enough customer feedback to define your goals effectively?

B2C 61

B2C Benchmark Surveys Feedback 61

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Morale 78

Morale Upselling Surveys Coaching 78

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.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

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. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Unstructured Feedback.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

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.

Finance 97

Finance Feedback Customer Experience Consulting 97

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

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. I think at the time when I started, my only understanding of customer feedback was as a customer of.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

ClearAction

MARCH 20, 2020

And even more so when you connect the dots to employee feedback and operational data. This may be the most customer-centric work you can do in normal times, but certainly during times of crisis when it’s awkward to conduct surveys. In-situ feedback opportunities are less intrusive on customers’ time and energy.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

PeopleMetrics

AUGUST 7, 2019

A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics. In this survey, we ask customers if the issue was resolved and if their perceptions of the company improved. Conclusion.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Customers appreciate: The feeling that their feedback is important and acted upon. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

PeopleMetrics

DECEMBER 12, 2019

See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). You can include employees in planning company events by collecting feedback from every employee , or asking a certain dedicated employee to volunteer to help plan an event. Make it formal: write a letter.

Banking 91

Banking Consulting Consulting Feedback 91

Callminer

FEBRUARY 21, 2018

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. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. So, this is a great question to ask when comparing call center monitoring software.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

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 ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. This works by aligning what's taught in training with feedback from the manager and the employee's actual work. Inboxes I can still remember reading David Allen's time management book, Getting Things Done , way back in 2001.

Advertising 27

Advertising Personalization Contact Center Surveys 27

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. We conduct yearly customer surveys and follow closed-loop feedback process: it’s never about just taking the survey; what is more important comes after – connecting to customers and understanding how we can improve our services.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

PeopleMetrics

MAY 4, 2020

They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. In response, we created what we call a Full Circle Survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. This is not an easy call by any means.

Management 78

Management Customer centricity B2C Feedback 78