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. Imagine customer experience as a bank account. The following is an excerpt from Listen Or Die by Sean McDade, PhD.
PeopleMetrics
APRIL 28, 2015
This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. So, how do you evolve in an ever changing banking world? Who are our customers?
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PeopleMetrics
DECEMBER 12, 2019
25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. 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?
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. Banking held on to its top spot this year, but its score slipped to 84%, narrowly beating fashion (83.5%).
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.
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