2001, Analytics and Feedback - Customer Experience Update

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!

Strategy

Strategy CEM Touchpoint Customer Centricity

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Touchpoint

Touchpoint Feedback CEM Call Center

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback

Feedback CEM Video Social Media

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. TEXT ANALYTICS: N/A. TEXT ANALYTICS: N/A. VOLUME: Small.

B2C

B2C B2B CEM Airlines

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

PeopleMetrics

SEPTEMBER 12, 2019

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. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

Touchpoint

Touchpoint Feedback CEM Customer Experience

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

PeopleMetrics

JULY 31, 2018

Enter text analytics. 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. Unstructured feedback is key to understanding why those satisfaction levels are what they are. Machines (Text Analytics).

Analytics

Analytics CEM Telecommunications Hotels

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. Sean holds a Ph.D.

System

System Feedback CEM Management

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

PeopleMetrics

AUGUST 31, 2018

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. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book. Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint Exercises

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.

Employee Experience

Employee Experience Communication CEM e-support

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 CEM Hotels Software

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Use the open-ended feedback from your NPS Safety question to eventually add other questions about safety to your survey. Did anyone deliver exceptional service? What did they do? Gearing up to reopen?

CEM

CEM NPS Hotels Survey

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

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.

CEM

CEM Software Feedback Call Center

A new era for digital Voice of the Customer

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

Competitive Advantage

Competitive Advantage Ecommerce Voice of Customer Social Media

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

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. Sean holds a Ph.D.

Measurement

Measurement CEM Touchpoint Video

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

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback

Feedback CEM Chief Customer Officer ROI

#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

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

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Stay tuned! Ready to close the loop? Sean holds a Ph.D.

ROI

ROI CEM Software Customer Experience Management

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. If not, look to your company's business analytics and/or business intelligence department. They can be very helpful in connecting the dots and making sense of customer feedback. Legal & Procurement. Sean holds a Ph.D.

CEM

CEM Telecommunications Software Analytics

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. It just doesn’t get better than this.”.

Contact Center

Contact Center Customer Satisfaction Self Service Technology

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

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: 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.

NPS

NPS Measurement CEM Survey

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!

CEM

CEM Infographics Employee Engagement Culture

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Make sure you or someone on your team watches each and every video that a customer shares. Add video to your surveys!

CEM

CEM Video Social Media Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

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. Go to each location.

CEM

CEM Net Promoter Score Video Hotels

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

PeopleMetrics

MAY 28, 2020

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. RCA is a game changer. Set up RCA today! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Analysis

Analysis CEM ROI e-support

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. We help companies figure out what customers are saying and then take action on that feedback. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Download the video transcript here.

CEM

CEM Video Measurement Software

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

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample). Voice of the Customer. Merging the Best of Both Worlds. The reason?

CEM

CEM Marketing Advertising Study

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

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. Y our customers will thank you for it! No bad surveys. Contact PeopleMetrics: About the Author.

Survey

Survey CEM Net Promoter Score How To

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

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots. Let's start building. Sean holds a Ph.D.

CEM

CEM Touchpoint NPS Survey

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

PeopleMetrics

DECEMBER 12, 2019

See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). You can include employees in planning company events by collecting feedback from every employee , or asking a certain dedicated employee to volunteer to help plan an event. Make it formal: write a letter.

Banking

Banking CEM Employee Experience Rewards Programs

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

PeopleMetrics

JULY 10, 2018

I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. VoC gathers customer feedback during, or soon after, an experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

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. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Sean holds a Ph.D.

Marketing

Marketing CEM Advertising Video

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

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Click here to download the book.

NPS

NPS Net Promoter Score CEM Metrics

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

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. Which alerts work best for YOUR company? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM ROI Contact Center Survey

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

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! 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.

Survey

Survey CEM B2C Measurement

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.

Measurement

Measurement CEM Telecommunications Wireless

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM

CEM How To Hotels NPS

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

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. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Sean holds a Ph.D.

CEM

CEM Hospitality e-support Competitive Advantage

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! Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

Communication

Communication CEM Touchpoint NPS

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Listen to your customers!

Airlines

Airlines CEM Travel Software

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Over the past year, another lesson has emerged that I would like to share with you. Sean holds a Ph.D.

CEM

CEM Chatbots Voice of Customer Software

Top 17 Gorgias Alternatives & Competitors for 2024 (Real User Feedback)

Kustomer

FEBRUARY 29, 2024

Reporting and analytics Like most customer service software, Gorgias includes an in-built reporting and analytics feature. Lastly, with a robust analytics and reporting system, track your team’s performance, discover trends, and fine-tune your processes. Additionally, its knowledge hub or Help Center is relatively basic.

e-support

e-support Feedback Multi-Channel Self Service

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

PeopleMetrics

AUGUST 7, 2019

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. Wondering how to get leadership buy-in for VoC? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Leadership

Leadership ROI CEM How To

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

Tools

Tools Survey CEM ROI

Personalize your generative AI applications with Amazon SageMaker Feature Store

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.

System

System Travel Data Groups

5 Strategies for CX Excellence

#CXSecrets: Collecting Feedback IS a Touchpoint

Trending Sources

#CXSecrets: Don't Limit Feedback Opportunities

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

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

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

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

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

Best Practices in Communications to Improve Employee Experience

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

5 Recommendations for Reopening your VoC Program

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

A new era for digital Voice of the Customer

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

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

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

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

The One Relationship That Determines The Success of Your VoC Program

11 Contact Center Technologies to Boost Customer Satisfaction

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.

A Bonus Recommendation for Reopening Your VoC Program

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

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

Introducing CX Secrets with Sean McDade

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

How to Write a Really Bad Survey

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

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

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

CX Secrets: The Importance of Aligning CX with Marketing

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

The 3 Most Valuable Types of VoC Alerts

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

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

How to Tie Compensation to Your VoC Program

CX Secrets: Keeping a CX Mindset

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

American Airlines Creating Wi-Fi Friction

A Bonus Lesson from Listen or Die

Top 17 Gorgias Alternatives & Competitors for 2024 (Real User Feedback)

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

Do You Need a Survey Tool or a VoC Partner?

Personalize your generative AI applications with Amazon SageMaker Feature Store

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