2001, Consulting, Feedback and Personalization

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. Ready to collect feedback at every touchpoint?

Feedback

Feedback Interactive Voice Response Surveys Contact Center

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time. Here they are!

Customer centricity

Customer centricity Feedback Surveys Consulting

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). VoC, on the other hand, provides daily customer feedback that allows the organization to discover that the feature was a favorite in real time and that customers value it as part of their daily experience.

Telecommunications

Telecommunications Wireless Surveys Feedback

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone.

Feedback

Feedback Management Consulting Consulting

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Employee feedback is vital to effective communications. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Listen to your team.

Best practices

Best practices Customer centricity Feedback Consulting

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Prioritizing Action. Have questions about a B2B or B2C VoC program?

B2C

B2C B2B Real estate Airlines

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

This means assigning a person to find out why the customer felt unsafe, identifying the root cause of this feeling, providing detail on the root cause and identifying the operational change that must occur to prevent other customers from feeling this way in the future. Did anyone deliver exceptional service? What did they do?

Surveys

Surveys Feedback Consulting Consulting

The One Relationship That Determines The Success of Your VoC Program

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. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. Sometimes, you’re fortunate to have your own analyst.

Telecommunications

Telecommunications APIs Analytics Feedback

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

If you hear a positive remark about a person, repeat it to that person as soon as possible—perhaps via email. See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). Designate successful teams and employees as office consultants. Make it personal.

Banking

Banking Consulting Consulting Feedback

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! One person or team will initiate the study, collect data, analyze the results, and present the results to a few people within the organization. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

Feedback

Feedback Consulting Consulting Marketing

Millennials and the Work Ethic

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

Contact Center Contact center software Interactive Voice Response Chatbots

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots.

Surveys

Surveys Feedback Consulting Consulting

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. The 40 Lessons That Turn Customer Feedback into Gold. Your advertising and marketing should be consistent with that. Consistency is key.

Marketing

Marketing Advertising Consulting Consulting

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

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. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics

Analytics Telecommunications Wireless Feedback

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

E very touch point needs to go really well on every channel - whether it's online, in-person, or calling a call center. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Banking

Banking Call Center Consulting Consulting

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. especially when building your initial program. Ready to tell your VoC story? Sean holds a Ph.D.

Surveys

Surveys Technical Support Analytics Consulting

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. 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.

Morale

Morale Upselling Surveys Coaching

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Set up a recognition program today!

Brand ambassadors

Brand ambassadors Employee engagement Morale Customer centricity

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? 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.

Customer Experience

Customer Experience Customer centricity Chief Customer Officer B2C

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

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

Feedback Surveys Big data Customer centricity

11 Contact Center Technologies to Boost Customer Satisfaction

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. Customers appreciate: Faster, personalized customer support. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center

Contact Center Technology Self service Call Center

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. We ask, “Did the person who contacted you fully address your concern or resolve your problem?” Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Management

Management Customer centricity B2C Feedback

Customer Contact Central

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

5 Strategies for CX Excellence

Webinars

Trending Sources

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Webinars

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

Best Practices in Communications to Improve Employee Experience

Lesson #10: B2B VoC and B2C VoC Are Completely Different

5 Recommendations for Reopening your VoC Program

The One Relationship That Determines The Success of Your VoC Program

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Millennials and the Work Ethic

Build Your VoC Program From Where You Are: Part 1 - Building Phase

CX Secrets: The Importance of Aligning CX with Marketing

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

CX Secrets: Keeping a CX Mindset

Do You Need a Survey Tool or a VoC Partner?

The 3 Most Valuable Types of VoC Alerts

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

11 Contact Center Technologies to Boost Customer Satisfaction

Recover Alert Management - Centralized vs. Decentralized Approaches

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