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 163

Customer centricity Feedback Surveys Consulting 163

PeopleMetrics

OCTOBER 29, 2019

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either.

Surveys 61

Surveys B2C B2B Feedback 61

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. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

Surveys 82

Surveys Banking Accountability Consulting 82

PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. Alert Management. This is not an easy call by any means.

Management 78

Management Customer centricity B2C Feedback 78

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

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Add an “NPS Safety” question in the very beginning of the survey. Safety is everything these days, so get to it right away in your survey. Your FIRST survey question should be: “Overall, how safe did you feel when visiting [x]?”

Surveys 121

Surveys Feedback Consulting Consulting 121

PeopleMetrics

JULY 13, 2020

In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. What is the best way to incorporate video into your surveys? Start slow by including a video option at the end of your survey about a recent experience. Add video to your surveys! The reason?

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. You are responsible for managing the whole process as well as analyzing the data and organizing it into artifacts (usually PowerPoint decks) to present to the executive team. Check off the essentials.

Surveys 60

Surveys Technical Support Analytics Consulting 60

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. Everyone Wins with VoC. Continuous Conversations.

Feedback 94

Feedback Surveys Consulting Consulting 94

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. 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. Topic: Alert Management. Generating Recognition Alerts.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

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. SURVEY RESPONSE RATE: 15 - 30%. Prioritizing Action.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

JUNE 17, 2020

No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. These alerts are turned into leads to be managed by the sales team. Recognize alerts.

Morale 78

Morale Upselling Surveys Coaching 78

PeopleMetrics

JULY 24, 2019

Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues. And what about your basic survey health? Are you collecting enough customer feedback to define your goals effectively?

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. Sometimes, you’re fortunate to have your own analyst. Legal & Procurement.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

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. More #CXSecrets.

Finance 97

Finance Feedback Customer Experience Consulting 97

PeopleMetrics

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. 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.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. So before we dive in, let's just do some quick introductions.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. Today we have the technological capability to process these input formats for easy digestion among managers and employees. And even more so when you connect the dots to employee feedback and operational data. That’s customer-centricity.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Unstructured Feedback.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo. It just doesn’t get better than this.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

PeopleMetrics

AUGUST 7, 2019

A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics. In this survey, we ask customers if the issue was resolved and if their perceptions of the company improved. Conclusion.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

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. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking 91

Banking Consulting Consulting Feedback 91

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. 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. Janeen Ansell.

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 ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. Subsequently, I began to manage a crew of 13. Mine has been a roller coaster journey. The customers valued this very much.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. This works by aligning what's taught in training with feedback from the manager and the employee's actual work. Employees waste a lot of time at work. worker wasted 24 percent of their day on useless email.

Advertising 28

Advertising Personalization Contact Center Surveys 28