2001, CEM and Customer Experience Management

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement

Measurement CEM Telecommunications Wireless

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Strategy

Strategy CEM Touchpoint Customer Centricity

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 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. About the Author. As CEO, he guides the company’s vision and strategy.

Employee Experience

Employee Experience Communication CEM e-support

Webinars

Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

Prepare Now: 2025's Must-Know Trends For Product And Data Leaders

MORE WEBINARS

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Video Social Media Survey

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. Click here to download the book. Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint Exercises

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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Survey

Survey Net Promoter Score CEM How To

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

PeopleMetrics

JUNE 4, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

B2C

B2C B2B CEM Airlines

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM NPS Hotels Survey

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

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

PeopleMetrics

FEBRUARY 20, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Software Feedback Call Center

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

PeopleMetrics

SEPTEMBER 12, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Customer Experience

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Chatbots Voice of Customer Software

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Telecommunications Software Analytics

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

PeopleMetrics

NOVEMBER 22, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Communication

Communication CEM Touchpoint Software

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

PeopleMetrics

OCTOBER 29, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Survey

Survey CEM B2C Measurement

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CEM

CEM Video Measurement Software

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

PeopleMetrics

JUNE 17, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Touchpoint NPS Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

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

Net Promoter Score CEM Video Hotels

#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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Call Center

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Marketing

Marketing CEM Advertising Video

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Hospitality

Hospitality CEM e-support Competitive Advantage

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

PeopleMetrics

MARCH 7, 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: Not measuring customer experience is like not counting your money. Sean has over 20 years of experience helping companies measure and improve the customer experience.

System

System Feedback CEM Management

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Feedback

Feedback CEM Chief Customer Officer ROI

#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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Feedback

Feedback CEM Video Social Media

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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Leadership

Leadership ROI CEM How To

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. Listen to your customers! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Airlines

Airlines CEM Travel Software

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Tools

Tools Survey CEM ROI

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

PeopleMetrics

DECEMBER 12, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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

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. Click here to download the book. Sean holds a Ph.D.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

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

PeopleMetrics

JULY 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. Click here to download the book. Sean holds a Ph.D.

Analytics

Analytics CEM Telecommunications Hotels

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

PeopleMetrics

SEPTEMBER 24, 2018

To learn more about how to get the best of both worlds, contact us: 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.

CEM

CEM Marketing Advertising Study

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

PeopleMetrics

MARCH 4, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

ROI

ROI CEM Software Customer Experience Management

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

PeopleMetrics

MARCH 1, 2018

Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Final thought. More #CXSecrets.

Measurement

Measurement CEM Touchpoint Video

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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM ROI Contact Center Survey

#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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM

CEM Marketing Voice of Customer Video

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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Analysis

Analysis CEM ROI e-support

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM How To Hotels NPS

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

PeopleMetrics

JUNE 8, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Infographics Employee Engagement Culture

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

PeopleMetrics

AUGUST 7, 2018

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS

NPS Net Promoter Score CEM Metrics

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

PeopleMetrics

JULY 23, 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. Click here to download the book. Sean holds a Ph.D.

Feedback

Feedback CEM Hotels Software

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 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. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

Management

Management CEM Hotels Customer Centricity

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

5 Strategies for CX Excellence

Webinars

Trending Sources

Best Practices in Communications to Improve Employee Experience

Webinars

A Bonus Recommendation for Reopening Your VoC Program

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

How to Write a Really Bad Survey

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

5 Recommendations for Reopening your VoC Program

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

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

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

A Bonus Lesson from Listen or Die

The One Relationship That Determines The Success of Your VoC Program

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

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

Introducing CX Secrets with Sean McDade

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

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

#CXSecrets: Collecting Feedback IS a Touchpoint

CX Secrets: The Importance of Aligning CX with Marketing

CX Secrets: Keeping a CX Mindset

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

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

#CXSecrets: Don't Limit Feedback Opportunities

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

American Airlines Creating Wi-Fi Friction

Do You Need a Survey Tool or a VoC Partner?

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

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

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

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

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

The 3 Most Valuable Types of VoC Alerts

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

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

How to Tie Compensation to Your VoC Program

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

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

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

Recover Alert Management - Centralized vs. Decentralized Approaches

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