PeopleMetrics

JULY 31, 2018

Enter text analytics. No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Unstructured Feedback. I have introduced a lot of terms regarding types of feedback.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

PeopleMetrics

JUNE 4, 2019

B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short. TEXT ANALYTICS: N/A.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

MAY 13, 2020

PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Listen to your team.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

PeopleMetrics

JULY 13, 2020

Make sure you or someone on your team watches each and every video that a customer shares. Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Yes and no).

Surveys 121

Surveys Feedback Consulting Consulting 121

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

Customer Service 117

Customer Service Consulting Consulting Analytics 117

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. The Information Technology (IT) Department.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Topic: Customer Experience. Sean holds a Ph.D.

Surveys 71

Surveys Consulting Consulting Analytics 71

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. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Empowered Customers. Everyone Wins with VoC.

Feedback 94

Feedback Surveys Consulting Consulting 94

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. The more effort a customer expends on resolving their issue, the more negative the customer experience.

Surveys 82

Surveys Banking Accountability Consulting 82

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Interview the people who are delivering those fantastic experiences.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

Best practices 48

Best practices Interactive Voice Response Chatbots Consulting 48

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Measuring customer experience is critical to we do here at PeopleMetrics.

Consulting 70

Consulting Consulting Feedback Analytics 70

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. For B2B , we see response rates as high as 50%.

Surveys 61

Surveys B2C B2B Feedback 61

PeopleMetrics

NOVEMBER 22, 2019

I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! Once customer feedback via VoC begins to roll in, you are not done!

Feedback 54

Feedback Consulting Consulting Marketing 54

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. The 40 Lessons That Turn Customer Feedback into Gold. Getting on the same page.

Marketing 67

Marketing Advertising Consulting Consulting 67

PeopleMetrics

JULY 10, 2018

When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. VoC gathers customer feedback during, or soon after, an experience.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. The 40 Lessons That Turn Customer Feedback into Gold.

Banking 64

Banking Call Center Consulting Consulting 64

PeopleMetrics

OCTOBER 3, 2019

As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. A good value-added VoC partner can also help you identify specific things you can do immediately to improve the customer experience.

Surveys 60

Surveys Technical Support Analytics Consulting 60

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. So, this is a great question to ask when comparing call center monitoring software.

call center software 210

call center software Call Center Contact Center Analytics 210

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Yet most office environments inspire apathy, not excitement. Sean holds a Ph.D.

Banking 91

Banking Consulting Consulting Feedback 91

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Start with the facts.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Especially if that change can be perceived as more difficult by your customers. They won’t let you down.

Airlines 66

Airlines Customer effort Accountability Consulting 66

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 111

Personalization Engineering Construction Transportation 111

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. Communication is one-way—customers are asked what they think about a certain issue, but there is no further communication beyond that. Voice of the Customer. Merging the Best of Both Worlds.

Marketing 226

Marketing Advertising Feedback Consulting 226

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Download : The Closed-Loop VoC Process Map.

Feedback 83

Feedback Consulting Consulting Marketing 83

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Finance 97

Finance Feedback Customer Experience Consulting 97

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 70

Marketing Advertising Feedback Consulting 70

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Poor overall customer experience on a recent visit. T hat a problem occurred during their most recent experience. 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 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. Perhaps employees should focus on something other than NPS ? Sean holds a Ph.D.

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Best practices 87

Best practices Consulting Consulting Analytics 87

PeopleMetrics

JUNE 8, 2020

You should leverage positive customer feedback as well! Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

PeopleMetrics

AUGUST 7, 2018

It can provide excellent insight into the overall relationship you have with your customers, but it falls short in measuring how well the most recent experience went. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Sean holds a Ph.D.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. solicited.

Feedback 72

Feedback Surveys Big data Customer centricity 72