PeopleMetrics

AUGUST 31, 2018

For example, let’s say a customer is getting broadband internet services installed at her home. 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.

Customer Service 117

Customer Service Consulting Consulting Analytics 117

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. For example, work life balance is number one on their list of priorities. Aspect Software, for example, has designed its contact center software user interfaces based on the best UI practices of Apple, Google, and Microsoft. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

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

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

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. We include some examples of personalized messages later in this post.

Personalization 114

Personalization Engineering Construction Transportation 114

Vonage

MARCH 26, 2018

The example of Storsa Enso aptly illustrates that as customer’s needs evolve, to stay relevant, it’s crucial that businesses develop to meet shifting demand. On the reverse side of the same coin, Kodak is a high-profile example of a company that failed to move with the times and, as a result, paid the ultimate penalty. The Toyota way.

Feedback 82

Feedback Marketing Sales Technology 82

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. 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.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

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

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

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). For example: Are they busy working parents who think about money when insomnia hits and the family sleeps? Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

Kayako

AUGUST 18, 2016

For example, if your company is laid back and strives to create a “work hard, play hard” company culture, your post shouldn’t be stiff and formal. Here’s an example of how we would write a customer service job description at Kayako. You can trace us back to 2001. Consider the tone of your posting, as well.

Customer Service 49

Customer Service Best practices Education Customer Support 49

Toister Performance Solutions

JANUARY 9, 2018

This works by aligning what's taught in training with feedback from the manager and the employee's actual work. Inboxes I can still remember reading David Allen's time management book, Getting Things Done , way back in 2001. Take meetings for example. First, if you're the boss, you need to set an example.

Advertising 28

Advertising Personalization Contact Center Surveys 28

ClearAction

MARCH 20, 2020

Customer-Centric Examples. These examples are asking directly about the customer. These examples allow customers to communicate in ways that are natural to them. And even more so when you connect the dots to employee feedback and operational data. Make it easy for customers to give you feedback anywhere, anytime, any way.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

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.

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.

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

ijgolding

JUNE 22, 2015

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Independent review sites are glowing in customer feedback. John Roberts is an example to any leader – CEO or not. Empathy leads to advocacy.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

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

AWS Machine Learning

SEPTEMBER 6, 2023

According to Meta, the tuned versions use supervised fine-tuning (SFT) and reinforcement learning with human feedback (RLHF) to align to human preferences for helpfulness and safety. It demonstrates fine-tuning on a subset of the Dolly dataset with examples from the summarization task. Must be an integer greater than 1. Default is 5.

Advertising 101

Advertising Coaching Benchmark Education 101

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. For example, making a long-stay guest feel at home by arranging for a cake on their birthday or organizing an evening party to get them acquainted with other guests, went a long way in improving the customer experience. 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