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 76

System Feedback CEM Management 76

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

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. Prioritizing Action. Contact PeopleMetrics: About the Author.

B2C 122

B2C B2B CEM Airlines 122

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.

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

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. Contact PeopleMetrics: About the Author.

ROI 83

ROI CEM Software Customer Experience Management 83

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

Analysis 87

Analysis CEM ROI e-support 87

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 94

CEM Software Feedback Call Center 94

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 91

Banking CEM Employee Experience Rewards Programs 91

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 72

Feedback CEM Hotels Software 72

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Legal & Procurement.

CEM 81

CEM Telecommunications Software Analytics 81

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 71

CEM Video Social Media Survey 71

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.

CEM 69

CEM Net Promoter Score Video Hotels 69

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. Sean holds a Ph.D.

CEM 77

CEM Infographics Employee Engagement Culture 77

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

Survey 71

Survey CEM Net Promoter Score How To 71

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

CEM 77

CEM ROI Contact Center Survey 77

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 82

NPS Measurement CEM Survey 82

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

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

MAY 4, 2020

They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. This is not an easy call by any means. There are good arguments for both approaches. Alert Management.

Management 77

Management CEM Hotels Customer Centricity 77

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 69

CEM Video Measurement Software 69

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 67

CEM Marketing Advertising Video 67

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!

CEM 63

CEM Hospitality e-support Competitive Advantage 63

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 225

CEM Marketing Advertising Study 225

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). VoC is about continuous, real-time feedback.

Measurement 209

Measurement CEM Telecommunications Wireless 209

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 61

Survey CEM B2C Measurement 61

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 61

CEM How To Hotels NPS 61

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics CEM Telecommunications Hotels 79

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

Leadership 70

Leadership ROI CEM How To 70

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. Sean holds a Ph.D.

NPS 70

NPS Net Promoter Score CEM Metrics 70

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 54

Communication CEM Touchpoint NPS 54

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 66

Customer Centricity CEM Touchpoint Social Media 66

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 54

Feedback CEM Chief Customer Officer ROI 54

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

Tools 59

Tools Survey CEM ROI 59

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 48

CEM Chatbots Voice of Customer Software 48