PeopleMetrics

AUGUST 21, 2018

Imagine customer experience as a bank account. If customer experience is a bank account, every negative experience is a withdrawal. The only time you will know the account is at zero is when you try to make a withdrawal and it’s declined. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Surveys 82

Surveys Banking Accountability Consulting 82

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. and founder of the research and consulting firm, Millennial Branding, describes them this way, ”self-centered, needy, and entitled with unrealistic work expectations.” 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 13, 2018

Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. This seemingly minor change required me to create a new account for an additional service, complete with credit card information. Sean holds a Ph.D.

Airlines 66

Airlines Customer effort Accountability Consulting 66

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C 61

B2C Benchmark Surveys Feedback 61

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. They could then “pay it forward” by recognizing an associate who did a large share of the work on the account. Sean holds a Ph.D.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Contact Center 116

Contact Center Technology Self service Call Center 116