Beyond Philosophy

JANUARY 27, 2022

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships.

CRM 195

CRM Consulting Consulting Quality management 195

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. SALES FORCE: Key touchpoint. Only for large-ticket B2C items. DECISION MAKERS AS PART OF THE PROCESS: Many. Usually 1-2. TRANSACTION SIZE: Expensive / big. Smaller / marginal.

B2C 122

B2C B2B Real estate Airlines 122

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

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 59

Surveys Technical Support Analytics Consulting 59

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.

Feedback 85

Feedback Surveys B2B Call Center 85

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

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 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.

Finance 97

Finance Feedback Consulting Consulting 97

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?” Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Technology Self service Call Center 116

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 77

Morale Upselling Surveys Coaching 77

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?

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

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 77

Brand ambassadors Employee engagement Morale Customer centricity 77

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 69

Benchmark Feedback Metrics Best practices 69

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

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

Callminer

FEBRUARY 21, 2018

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. According to a global survey by LivePerson, 82 percent of consumers say getting “issues resolved quickly” is the number one factor that makes a great customer service experience. @TerminixTriad.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209

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

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

PeopleMetrics

SEPTEMBER 24, 2018

To solve this, market researchers are taking advantage of VoC’s continuous flow of real-time feedback from every customer and inserting market research questions into VoC surveys for a limited period of time to get quick answers before “swapping out” for new questions. As CEO, he guides the company’s vision and strategy.

Marketing 225

Marketing Advertising Feedback Consulting 225

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 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

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. We put that question to the 1,250+ respondents of our annual Customer Success Leadership Survey. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. The answer?

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

Help Scout

JUNE 24, 2021

Kayako originally set out in 2001 to make a more usable help desk. FreshDesk also offers a few more features like advanced reporting and the ability to send customer satisfaction surveys (CSAT) when a ticket is closed, but these two features are only offered on their higher-tiered plans. Price : Starting at $20 per agent per month.

SaaS 85

SaaS Self service CRM Analytics 85

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Banking 91

Banking Consulting Consulting Feedback 91

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. So why don't we go around and have you all introduce yourselves to everyone - and say what year you joined the team.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

ClearAction

MARCH 20, 2020

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. Answering their follow-up survey doesn’t factor into my bandwidth. Then we had a triple crisis in 2001: dot-com bubble burst, Y2K aftermath, and 9-11. Make it Easy.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

Eptica

MARCH 31, 2016

Since 2001 Eptica has evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to emails, Twitter, Facebook and web chat. Over half (53%) of the companies were stuck between 40-70% successfully delivered answers.

Multichannel 49

Multichannel Customer Service Entertainment Banking 49

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. Inboxes I can still remember reading David Allen's time management book, Getting Things Done , way back in 2001. Employees waste a lot of time at work. And if you really need someone's attention, there's other ways to do it.

Advertising 27

Advertising Personalization Contact Center Surveys 27

Voxjar

JUNE 8, 2021

Founded in 2001. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. In our experience, a 3-7x improvement is pretty normal when you bring a purpose built QA software into your organization to streamline manual reviews. Scorebuddy QA. scorebuddyqa.com.

Call Center 51

Call Center Analytics Enterprise Sales 51

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. Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Cisco - Contact Center

MARCH 21, 2019

Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. According to a survey conducted by the Aberdeen Group, 60% of contact centers are using 7 or more systems to interact with customers and 44% manually integrate data using spreadsheet software.* We have two alternative flights for you.

Contact Center 40

Contact Center Airlines Analytics Self service 40

EPIC Connections

NOVEMBER 16, 2017

Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? According to Harvard Business Review, “A recent survey indicates that about half of the S&P 500 will be replaced over the next 10 years, a generational change that we call ‘disruptive change’ ” 1.

Call Center 28

Call Center Enterprise Healthcare Accountability 28

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. Did you have them assigned to you? Russel Lolacher Yes. Let’s go with that. Josh Davies Okay. Definitely.

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. We’ve had clients ask us if closing the loop with unhappy customers is worth the effort. Has fixing the problem really helped them?

Management 77

Management Customer centricity B2C Feedback 77