Beyond Philosophy

MAY 17, 2016

In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms. When they get to d escriptions of Murphy, however, the perceptions turn to sharply negative.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. Let me explain using a personal (if embarrassing) example. When you do, you have the opportunity to provide a personalized experience. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

DECEMBER 2, 2021

It gives you an insight into that person and what’s important to them. I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. In a customer experience setting, I would advise people to listen to them. Consider how firms leverage nostalgia.

Entertainment 221

Entertainment Construction Consulting Consulting 221

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. No more waiting weeks for top-line results or for an analyst to ask the tabs person to pull a response rate report for a given project. It was like magic!

Surveys 71

Surveys Marketing Personalization Customer Experience 71

PeopleMetrics

JUNE 4, 2019

While one person, or maybe a couple or a family, makes the final decision in a B2C transaction, there are many decision makers involved in a B2B deal. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

MAY 13, 2020

At PeopleMetrics , we end our weekly company meeting by each team member sharing what they are grateful for in their life right now and one person at the company who they want to thank for the work done during the week. Being grateful for having work with so many unemployed is also critical. Help team members feel respected. About the Author.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

Spearline

MARCH 24, 2022

It may be due to the utility nature of a person-to-person phone call, but with the advent of multi-party conferencing and collaboration, audio quality has become much more critical. 862, PESQ arrived in 2001. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach.

Telecommunications 97

Telecommunications voip Government Quality management 97

Jon Arnold

MAY 6, 2021

You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. So much more to talk about, and before I close off with some screenshots that can be shared, the intangibles of leadership have a lot to do with their success.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

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. Gearing up to reopen? Contact PeopleMetrics: About the Author.

Surveys 120

Surveys Feedback Consulting Consulting 120

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel. Understanding the various touchpoints (e.g., That’s the focus of this blog post. The most common channels.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

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. Recognize your employees’ personal accomplishments. They will appreciate your recognition of their personal accomplishments, even if all you do is acknowledge them at the beginning of your next staff meeting.

Banking 91

Banking Consulting Consulting Feedback 91

aircall

JANUARY 16, 2018

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. It doesn’t matter that you weren’t personally handling their previous interactions, your company is a single entity to the caller, and a coherent communication system should be in place. In fact, life is easy “in the cloud.”

Interactive Voice Response 91

Interactive Voice Response voip CRM Morale 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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders?

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

PeopleMetrics

JUNE 8, 2020

When a front stage employee receives a recognition alert, that person can then, in turn, recognize backstage team members who helped deliver that experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up a recognition program today!

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

TechSee

DECEMBER 5, 2017

Customers appreciate: Faster, personalized customer support. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Customers appreciate: The personalized and intuitive customer self-service. It just doesn’t get better than this.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

PeopleMetrics

MARCH 7, 2018

To make yourself as effective as possible within your organization, you know that you have to be a very multi-disciplinary person. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. You are so important to your organization.

Feedback 76

Feedback Management Consulting Consulting 76

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

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

Marketing 67

Marketing Advertising Consulting Consulting 67

PeopleMetrics

MARCH 16, 2020

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

Morale 77

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

Surveys 83

Surveys Feedback Consulting Consulting 83

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. Aspect Workforce Management empowers agents with a wealth of self-service options including web-based, smart phone, IVR or even using an intelligent personal assistant chatbot. They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

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

Banking 63

Banking Call Center Consulting Consulting 63

CSM Magazine

MARCH 20, 2024

Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001. Ralf Ellspermann explains, “In today’s digital realm, the cornerstone of customer loyalty lies in consistent, personalized, and technology-adept interactions.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Similar to email in 2001, Facebook and Twitter were taking off and consumers were growing tired of the unfriendly phone systems that made it impossible to speak with an actual person.

Airlines 48

Airlines Customer Service Banking Contact center software 48

PeopleMetrics

JULY 31, 2018

A person is tasked with reviewing a small sample (one hundred is common) of open-ended customer comments and the goal is to identify major “themes” from these comments. Then usually another person reviews the remainder of the open ends, one by one, and assigns one of the major themes to each comment. Here’s how it works.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Natalie Petouhof

SEPTEMBER 8, 2015

The release also introduces the ability to create task-centered mobile apps to streamline the completion of sales-related activities on the go and next-generation Cortana integration to surface core deals, accounts and activities within the personal assistant. Guess I will just keep talking about it till the whole world “gets” it.

CRM 58

CRM Analytics Sales Accountability 58

PeopleMetrics

JULY 23, 2018

Did the person at the front desk greet the guests by their name and smile ? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. For example, how fast was the check-in? How long was the line? Was the bed made? Was the rug clean? Click here to download the book.

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

NOVEMBER 22, 2019

One person or team will initiate the study, collect data, analyze the results, and present the results to a few people within the organization. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Market researchers are centrally located in one department.

Feedback 54

Feedback Consulting Consulting Marketing 54

Spearline

OCTOBER 12, 2021

Andy has been in the telecoms industry for over 20 years and set up Revector to combat SIM Box fraud against mobile network operators in 2001. 2001, 2006, I was doing some self-work at home. So it’s actually billing the person and it might be billing them on a premium rate. and in Ireland. I started Revector.

Advertising 103

Advertising Banking Wireless Marketing 103

PeopleMetrics

JULY 17, 2018

These are similar to in-person focus groups, except customers join an online forum to provide their opinions. 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.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. especially when building your initial program. Ready to tell your VoC story?

Surveys 59

Surveys Technical Support Analytics Consulting 59

COPC

JUNE 28, 2016

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. I have been buying shoes from Zappos.com since 2001. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc.

Accountability 46

Accountability Customer Experience Personalization Customer Service 46

Toister Performance Solutions

JANUARY 9, 2018

Skip it if you already agreed to meet with just one person. Customer service professionals in particular are guilty of running multiple software programs simultaneously for both personal and business. Many of us keep our cell phone perched on our desk, which constantly invites personal distractions.

Advertising 27

Advertising Personalization Contact Center Surveys 27

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

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. Personalization and empathy have become the new standard, and companies that don’t adapt will be left behind. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52

Jon Arnold

MAY 25, 2017

Not quite the iconic monolith slab from Kubrick's 2001 Space Odyssey, but at least here, the message is easier to understand - "moments connected" - I hope! :-). Branding update. So, the "big reveal" at the end of the general sessions was ably handled by CMO Merijn te Booijj. Not quite the Indy 500 starting line, but my timing was good here.

Chatbots 45

Chatbots Contact Center Interactive Voice Response Marketing 45

JustCall

AUGUST 26, 2022

The interface is user-friendly, the person needs to select the demographic settings, and his job is done. Maricopa County, situated in the southern portion of the state, took the area code 520 after Arizona was divided into two halves in 2001. The account is instantly activated. The area code 520 belongs to which county?

voip 52

voip Transportation Technical Support Healthcare 52