PeopleMetrics

AUGUST 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. This is an excerpt from Listen Or Die by Sean McDade, PhD. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Customer service (CS) is critical for delivering a great customer experience (CX).

Customer Service 117

Customer Service Consulting Consulting Analytics 117

Beyond Philosophy

DECEMBER 10, 2018

My first thought was that I didn’t die during the procedure, so he must have done a fine job. An important principle in both marketing and customer experience is that you should listen to your customers. By listening to what your customers are saying on social media, you also find out about issues quickly. Survey Overload.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

JANUARY 23, 2019

Next, the researchers had the same scenario but changed how they positioned the anticipated results: Program C: If chosen, 400 people will die out of the 600. Program D: If selected, there’s a one-third probability that no one will die, and a two-thirds chance that 600 will die. At least, I hope they do. #4:

Benchmark 281

Benchmark Marketing Technology Personalization 281

PeopleMetrics

FEBRUARY 20, 2019

The following is an excerpt from Listen Or Die by Sean McDade, P hD. This is an excerpt from Listen Or Die by Sean McDade, PhD. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The Customer Is In Charge! None - results in more accurate CSAT scores.

Feedback 94

Feedback Surveys Consulting Consulting 94

Call Center Weekly

JULY 24, 2017

Trust is a result of listening to staff, engagement, and inclusion. If we don't make time for agents, or listen to their concerns, our team will inevitably die. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders.

Contact Center 273

Contact Center Morale B2C Coaching 273

Beyond Philosophy

MARCH 3, 2022

The story is that Julius Caesar crossed it and said, “Now, the die has been cast.” First, I would suggest listening to people’s words and the questions they ask. It is essential to recognize when your customer decides to buy from you (or doesn’t). ” The Rubicon river was a boundary to the north of Rome.

Journey mapping 195

Journey mapping Personalization Consulting Consulting 195

PeopleMetrics

AUGUST 21, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. This is an excerpt from Listen Or Die by Sean McDade, PhD. Here are 3 ways you can measure the most recent customer experience alongside NPS: Ask how satisfied the customer was with their last experience. Click here to download the book.

Surveys 82

Surveys Banking Accountability Consulting 82

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?". Here they are! And their feedback should always be available in real-time.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Beyond Philosophy

JULY 12, 2019

From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. Listen to the podcast in its entirety to learn more about How Choice Architecture Can Revolutionize Your Customer Experience.

Consulting 240

Consulting Consulting Marketing Customer Experience 240

PeopleMetrics

APRIL 30, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 133

Customer Experience Employee engagement Surveys Accountability 133

PeopleMetrics

JULY 10, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. The Benefits of Customer Listening. But what does that exactly mean? It starts and ends there.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

PeopleMetrics

APRIL 15, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Surveys 118

Surveys Best practices Feedback Accountability 118

PeopleMetrics

OCTOBER 19, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. We also provide you with the free downloadable chart used in this session (click on the tablet image below video OR in YouTube description to download). Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Feedback 118

Feedback Surveys Best practices Accountability 118

ShepHyken

AUGUST 9, 2019

Think about all the changes you can make by giving, listening, engaging and having conversations with your customers. The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. I’d say, you need to level up your game. I understand that in business it is essential to keep an eye on the competitor.

Feedback 291

Feedback Sales Accountability Personalization 291

ShepHyken

OCTOBER 9, 2020

Back to listening to your customer’s needs, here are some of the things retailers should have in mind when they think about the future of customer experience post Covid-19. What do consumers want now? And how can grocery retailers craft a customer experience that fits the new normal? The answer to that is pretty simple.

Customer Experience 338

Customer Experience Technology Advertising Customer centricity 338

PeopleMetrics

DECEMBER 17, 2020

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 62

Customer Experience Accountability Feedback Technology 62

BlueOcean

NOVEMBER 28, 2022

I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. Listen to Amy’s chat with Lucas Fuentes on Apple Podcasts , Google Podcasts , or Spotify ! I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management.

Healthcare 62

Healthcare Contact Center outsourcing Best practices 62

PeopleMetrics

JULY 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. There is gold in each comment that customers share with you. Let's dig right in.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

FEBRUARY 25, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Management 108

Management SaaS Surveys Feedback 108

PeopleMetrics

SEPTEMBER 12, 2019

If you want a consistent omnichannel experience, make sure you are listening to your customers in each channel! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Contact Center: an important touchpoint where customers call for more information or assistance. Conclusion.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

Beyond Philosophy

AUGUST 1, 2019

The theories we talk about in behavioral economics that people are so excited about now are 50 to 60 years old at this point. However, these ideas have not infiltrated business, politics, or life to the extent that they should because implementing them in real-life is difficult. I find it exciting to discuss practical tools and approaches.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

PeopleMetrics

MAY 13, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Brand ambassadors 83

Brand ambassadors Metrics Accountability Feedback 83

PeopleMetrics

JUNE 28, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Best practices 77

Best practices Customer Experience Customer centricity Surveys 77

Beyond Philosophy

JANUARY 28, 2019

To hear more about how you can apply these concepts to your Customer Experience, please listen to the podcast in its entirety. To listen in , please click here. I have assembled them here for your reference. 5 CX Concepts to Stay Ahead of the Competition. Focus on the ROI of CX improvement. You go into business to make money.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JULY 31, 2017

We humans are born storytellers, and we are always listening to and sharing stories. Data doesn’t give you an opportunity to connect emotionally – unless you really, really like math. Stories, on the other hand, have a power to connect people to one another through similar thoughts and emotions. Good vs evil. Families and destiny and revenge.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Callminer

MAY 11, 2020

As a manager, it’s important to remain calm and listen to disgruntled employees. Let the fires die out before you make your move. I like it and find it helpful because it is a simple reminder even (maybe especially) online to listen more than talk, show empathy, and try to look at the situation from another perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

DECEMBER 5, 2022

Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today.

Banking 195

Banking Best practices Consulting Consulting 195

PeopleMetrics

DECEMBER 27, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The minimum support that you actually you need from IT is something called a flat file. This is often an Excel or CSV file that contains a list of customers who recently had an experience with the company. The Analyst.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

PeopleMetrics

MAY 13, 2020

Listen to your team. Listen to your team. We’ve all heard that true communication is a two-way street, but as managers, it can be difficult to turn off the bullhorn and actually listen to employees. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. About the Author.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

PeopleMetrics

MAY 27, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Surveys 71

Surveys Customer centricity Best practices Feedback 71

PeopleMetrics

NOVEMBER 9, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Marketing 71

Marketing Customer Experience Feedback Best practices 71

PeopleMetrics

JUNE 17, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization.

Surveys 83

Surveys Feedback Consulting Consulting 83

Myra Golden Media

MARCH 3, 2018

But I noticed how calm we all were as we listened to the surgeon. Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery. He will be dead in less than two years.

Management 176

Management Customer Experience 176

ShepHyken

JULY 28, 2017

Malls which depend on anchors like JCPenney and Sears, which are quickly closing stores, are the most likely to die. On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers.

Consulting 197

Consulting Consulting Marketing Customer Experience 197

PeopleMetrics

JUNE 10, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Feedback 71

Feedback Management Customer centricity Best practices 71

CSM Magazine

DECEMBER 18, 2023

What You Can Do About It In today’s increasingly technological world, companies live and die by online reviews; and I am not just referring to Yelp or Google reviews (though those matter, too). Listen to your customers and adjust your practices. Customer Service should be a human experience. 66 percent of U.S. This is a win-win.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Beyond Philosophy

MAY 5, 2022

This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. Allow for no better alternative explanation, which is the tricky one.

Metrics 195

Metrics Consulting Consulting Surveys 195