2001 Analytics Consulting Personalization 
PeopleMetrics
JULY 20, 2020
You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to kickstart an excellent CX program?
PeopleMetrics
JULY 31, 2018
Enter text analytics. 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.
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PeopleMetrics
JULY 17, 2018
A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). These are similar to in-person focus groups, except customers join an online forum to provide their opinions. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.
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. And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. VOLUME: Small. SOCIAL: N/A.
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.
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. If not, look to your company's business analytics and/or business intelligence department. Sometimes, you’re fortunate to have your own analyst. Legal & Procurement.
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.
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