2001, Analytics and CEM - Customer Experience Update

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Listen to your customers!

Airlines

Airlines CEM Travel Software

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Strategy

Strategy CEM Touchpoint Customer Centricity

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. About the Author. Sean holds a Ph.D.

Employee Experience

Employee Experience Communication CEM e-support

Webinars

Relevance, Reach, Return: How to Turn Marketing Trends From Hype to High-Impact

What Your Financial Statements Are Telling You—And How to Listen!

MORE WEBINARS

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM NPS Hotels Survey

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

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small. SOCIAL: N/A. Sean holds a Ph.D.

B2C

B2C B2B CEM Airlines

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Click here to download the book.

CEM

CEM Customer Service Touchpoint Exercises

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Measurement

Measurement CEM Touchpoint Video

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

CEM

CEM Marketing Voice of Customer Video

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

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics

Analytics CEM Telecommunications Hotels

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Analysis

Analysis CEM ROI e-support

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

ROI

ROI CEM Software Customer Experience Management

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Call Center

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

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Touchpoint

Touchpoint Feedback CEM Customer Experience

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

If not, look to your company's business analytics and/or business intelligence department. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

CEM

CEM Telecommunications Software Analytics

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback

Feedback CEM Video Social Media

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM Software Feedback Call Center

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

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Banking

Banking CEM Employee Experience Rewards Programs

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM Video Social Media Survey

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

PeopleMetrics

MARCH 7, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

System

System Feedback CEM Management

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Survey

Survey CEM Net Promoter Score How To

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM ROI Contact Center Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Net Promoter Score Video Hotels

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

NPS

NPS Measurement CEM Survey

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

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM Infographics Employee Engagement Culture

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Marketing Advertising Video

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

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM Touchpoint NPS Survey

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Video Measurement Software

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Hospitality e-support Competitive Advantage

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Management

Management CEM Hotels Customer Centricity

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Leadership

Leadership ROI CEM How To

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Survey

Survey CEM B2C Measurement

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Marketing Advertising Study

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM How To Hotels NPS

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

NPS

NPS Net Promoter Score CEM Metrics

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

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Click here to download the book.

Measurement

Measurement CEM Telecommunications Wireless

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

At PeopleMetrics, not only do we help our clients design a world-class VoC program, but we also help tell the story via various analytical techniques. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author.

Tools

Tools Survey CEM ROI

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

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

Communication

Communication CEM Touchpoint NPS

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

PeopleMetrics

JULY 23, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Click here to download the book.

Feedback

Feedback CEM Hotels Software

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Click here to download the book.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More information: Listen or Die will be available for purchase on Amazon starting Tuesday, June 19th, 2018.

Feedback

Feedback CEM Chief Customer Officer ROI

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.

CEM

CEM Chatbots Voice of Customer Software

American Airlines Creating Wi-Fi Friction

5 Strategies for CX Excellence

Webinars

Trending Sources

Best Practices in Communications to Improve Employee Experience

Webinars

5 Recommendations for Reopening your VoC Program

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

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

CX Secrets: Not measuring CX is like not counting your money

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

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

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

#CXSecrets: Collecting Feedback IS a Touchpoint

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

The One Relationship That Determines The Success of Your VoC Program

#CXSecrets: Don't Limit Feedback Opportunities

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

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

A Bonus Recommendation for Reopening Your VoC Program

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

How to Write a Really Bad Survey

The 3 Most Valuable Types of VoC Alerts

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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

CX Secrets: The Importance of Aligning CX with Marketing

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

Introducing CX Secrets with Sean McDade

CX Secrets: Keeping a CX Mindset

Recover Alert Management - Centralized vs. Decentralized Approaches

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

How to Tie Compensation to Your VoC Program

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

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

Do You Need a Survey Tool or a VoC Partner?

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

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

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

A Bonus Lesson from Listen or Die

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