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 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

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

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 82

Telecommunications APIs Analytics Feedback 82

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

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

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

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

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 feeling that their feedback is important and acted upon. It just doesn’t get better than this.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

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. We ask, “Did the person who contacted you fully address your concern or resolve your problem?” This is not an easy call by any means.

Management 78

Management Customer centricity B2C Feedback 78

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

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. Skip it if you already agreed to meet with just one person. This works by aligning what's taught in training with feedback from the manager and the employee's actual work. Employees waste a lot of time at work.

Advertising 28

Advertising Personalization Contact Center Surveys 28

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