PeopleMetrics

DECEMBER 27, 2019

In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! For example, can they provide a discount or a free product? Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Communication should be ongoing. Communication must continue.

Feedback 54

Feedback Consulting Consulting Marketing 54

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.” For example, work life balance is number one on their list of priorities. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

PeopleMetrics

JUNE 17, 2020

The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience. After that, it is key to determine how to get that customer information into your VoC software platform so surveys can automatically go out after an online chat in this example.

Surveys 83

Surveys Feedback Consulting Consulting 83

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. VoC gathers customer feedback during, or soon after, an experience. But what does that exactly mean? More on that in Lesson 8.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Let’s consider an example. Unstructured Feedback. Unstructured feedback is key to understanding why those satisfaction levels are what they are. Let's dig right in.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

Callminer

FEBRUARY 21, 2018

“One common mistake I see from call centers that I have consulted with over the last year is…”. 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. That most did not know about virtual queuing with web callback that are part of most systems today.

call center software 210

call center software Call Center Contact Center Analytics 210

PeopleMetrics

OCTOBER 3, 2019

For example, when your partner is able to speak the language of IT, this will save you countless hours and potential roadblocks. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. With a value-added VoC partner, you can be confident that your program will work well from the start.

Surveys 60

Surveys Technical Support Analytics Consulting 60

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy. Sean holds a Ph.D.

Finance 97

Finance Feedback Customer Experience Consulting 97

PeopleMetrics

JULY 24, 2019

For example, are you setting the right goals to encourage the right behavior? 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 holds a Ph.D.

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

MAY 28, 2020

Here are some examples of root cause tags: While this sounds simple, it takes discipline to ensure that every single recover alert is coded within one of these RCA categories. For example, you can now know the root causes of detractors vs. passives and what operational actions are most appropriate for each. RCA is a game changer.

Best practices 87

Best practices Consulting Consulting Analytics 87

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. For example, a partner at a law firm may receive a recognition alert from a client. Set up a recognition program today!

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

PeopleMetrics

AUGUST 7, 2018

For example, if eight out of ten customers answered with a 9 or 10, then 80% of your customers are promoters. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Perhaps the biggest flaw in NPS is that it’s a lagging metric. Click here to download the book.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. Any example of a great experience which you would like to share with our readers? Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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. Unsolicited Feedback. solicited.

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

MAY 4, 2020

For example, a recover alert about a dirty hotel room may go to the leader of housekeeping. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The Trade-Off.

Management 78

Management Customer centricity B2C Feedback 78