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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC. Click here to download the book.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. Next, we include these root cause categories as “tags” in our alert management system that our clients use to manage their recover alerts. Topic: Alert Management.

Analysis 87

Analysis CEM ROI e-support 87

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. Topic: Alert Management. Sean holds a Ph.D.

ROI 83

ROI CEM Software Customer Experience Management 83

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. Steijaert began his McDonald’s career as a field service consultant in 2001. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. Many of our clients manage this by creating a "Brand Ambassador" program, which recognizes employees who deliver the best customer experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 78

CEM Infographics Employee Engagement Culture 78

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 71

CEM Video Social Media Survey 71

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. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint Exercises 117

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 70

CEM Marketing Voice of Customer Video 70

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 71

Survey Net Promoter Score CEM How To 71

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. These alerts are turned into leads to be managed by the sales team. In the next blog post, I will dig into the best ways to manage these alerts. Topic: Alert Management. Which alerts work best for YOUR company?

CEM 78

CEM ROI Contact Center Survey 78

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

Management 41

Management Automotive Leadership Effort Score 41

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 82

CEM Telecommunications Software Analytics 82

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 82

NPS Measurement CEM Survey 82

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 48

CEM Chatbots Voice of Customer Software 48

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 94

CEM Software Feedback Call Center 94

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 121

CEM NPS Hotels Survey 121

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 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

OCTOBER 29, 2019

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. So what is a healthy survey? Sean holds a Ph.D.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Contact PeopleMetrics: About the Author.

CEM 61

CEM How To Hotels NPS 61

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. Easy-to-navigate interface – Gorgias simplifies ticket management by consolidating all tickets in one place.

e-support 52

e-support Feedback Multi-Channel Self Service 52

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 54

Communication CEM Touchpoint Software 54

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 70

CEM Video Measurement Software 70

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. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have.

Measurement 97

Measurement CEM Touchpoint Video 97

Help Scout

JUNE 24, 2021

Along with managing incoming customer communications, many help desk tools let you offer proactive support through knowledge bases and automated messages. For larger teams, there are team management features like time tracking you can take advantage of. Kayako originally set out in 2001 to make a more usable help desk.

Tools 85

Tools Self Service Knowledge Base How To 85

Comm100

JUNE 5, 2018

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 126

Contact Center Call Center Self Service Chatbots 126

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. Prove value right away.

Tools 60

Tools Survey CEM ROI 60

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 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. 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. Listen or Die provides some great advice for closing the gap.".

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

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 86

Touchpoint Feedback CEM Call Center 86

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 CEM Employee Experience Rewards Programs 91

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.

Marketing 67

Marketing CEM Advertising Video 67

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 Customer Experience ROI Industry 62

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 Customer Satisfaction Self Service Technology 116

SurveySparrow

MARCH 10, 2020

The popular features of Market include lead scoring, social marketing, drip campaigns, web forms, website visitor tracking, ROI analytics, segmentation, mobile marketing and email marketing. Mailchimp, since its launch in 2001, continues to impress its large clientele with its seamless integrations and excellent features.

Software 52

Software Marketing ROI Multi-Channel 52

AWS Machine Learning

OCTOBER 6, 2023

One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models. Amazon SageMaker Feature Store is a fully managed repository designed specifically for storing, sharing, and managing ML model features.

System 120

System Travel Data Groups 120