PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

CEM 226

CEM Marketing Advertising Study 226

OpinionLab

DECEMBER 17, 2018

The market we made. OpinionLab’s value was immediately embraced by the companies who understood the internet represented a market disruption that would fundamentally change their business models. Fast forward 15 years as the digital market matured into the digital mobile market and both OpinionLab and ForeSee were prospering.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

PeopleMetrics

FEBRUARY 20, 2019

Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Compare this approach to how market research firms operated: they called customers according to their schedules— whenever their call center employees could work and whatever time period the survey was in the “field.”.

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. Gearing up to reopen? Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

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. As CEO, he guides the company’s vision and strategy.

NPS 82

NPS Measurement CEM Survey 82

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. The market research community did not get it or like it.

ROI 83

ROI CEM Software Customer Experience Management 83

PeopleMetrics

MARCH 1, 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: T he Importance of Aligning CX with Marketing. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Measurement 97

Measurement CEM Touchpoint Video 97

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. Ready to collect feedback at every touchpoint?

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

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 Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CEM 82

CEM Telecommunications Software Analytics 82

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. Set up RCA today! Contact PeopleMetrics: About the Author.

Analysis 87

Analysis CEM ROI e-support 87

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

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. Add video to your surveys! Sean holds a Ph.D.

CEM 71

CEM Video Social Media Survey 71

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. Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. Capturing Customer Data.

Contact Center 130

Contact Center Call Center Self Service Chatbots 130

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. Set up a recognition program today! Sean holds a Ph.D.

CEM 78

CEM Infographics Employee Engagement Culture 78

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

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. No bad surveys. Contact PeopleMetrics: About the Author.

Survey 71

Survey CEM Net Promoter Score How To 71

SurveySparrow

MARCH 10, 2020

As a marketer, you can never get over that word, can you? Today’s marketing landscape demands a marketer to be agile, up-to-speed and quick. Jillions of marketing automation tools are available out there to help marketers make their daily tasks less sophisticated and effective at the same time. But, that’s not all.

Software 52

Software Marketing ROI Multi-Channel 52

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 70

CEM Net Promoter Score Video Hotels 70

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 76

System Feedback CEM Management 76

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 82

Feedback CEM Video Social Media 82

Gainsight

OCTOBER 19, 2018

While some may think of Terminator, HAL from Odyssey 2001, or Data on Star Trek, the products of data science have very realistic uses and are deeply embedded in our everyday lives. This critical overlay of business, statistics, and development drive data science’s universal applicability and market value.

Customer Success 100

Customer Success Data Strategy Analysis 100

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. Which alerts work best for YOUR company?

CEM 78

CEM ROI Contact Center Survey 78

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. Let's start building. Sean holds a Ph.D.

CEM 83

CEM Touchpoint NPS Survey 83

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 64

CEM Hospitality e-support Competitive Advantage 64

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. As CEO, he guides the company’s vision and strategy.

NPS 70

NPS Net Promoter Score CEM Metrics 70

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. Want to know more about Employee Experience?

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). Look inside at CLV to determine ROI. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM How To 70

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. Manu’s deep understanding of the needs of our customers and his rich perspectives from multiple markets will be invaluable in leading this new team.”.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

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! Sean holds a Ph.D.

Airlines 66

Airlines CEM Travel Software 66

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. Boost your survey health! Sean holds a Ph.D.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

JULY 10, 2018

But the reality is that becoming truly customer-centric is about more than developing vague marketing statements. The reality is that becoming truly customer-centric is more than developing marketing statements—it is a fundamental shift in a company’s mindset to focus on the customer. More on that in Lesson 8. Sean holds a Ph.D.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

NOVEMBER 22, 2019

A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. VoC is not the same as Market Research. Market researchers are centrally located in one department.

Communication 54

Communication CEM Touchpoint NPS 54

Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. In 2001, he co-founded his brainchild Neolane, making him one of the early pioneers of the marketing technology industry. But merely saying that is easy.

Industry 52

Industry Leadership Analytics Marketing 52

Help Scout

JUNE 24, 2021

Flexibility : Though help desk software is most heavily associated with customer support, other teams like product, sales, and marketing regularly use it, too. Kayako originally set out in 2001 to make a more usable help desk. Price : Starting at $20 per agent per month. Since then, they’ve continued to add to their product.

Tools 85

Tools Self Service Knowledge Base How To 85

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. Looking for ways to tie compensation to VoC?

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

JULY 17, 2018

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. Without a doubt, the job of market researchers is important; it’s just very different than VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Feedback 72

Feedback CEM Hotels Software 72