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

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

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 210

Measurement CEM Telecommunications Wireless 210

Kustomer

FEBRUARY 29, 2024

Originating in 2001, Kayako emerged during a time when customer support tools were often cumbersome and ineffective. Pricing starts at $29 per month per agent. Kayako Kayako is a customer service tool with a strong focus on simplicity and efficiency, stemming from its roots and guiding philosophy.

e-support 52

e-support Feedback Multi-Channel Self Service 52

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 116

Employee Experience Communication CEM e-support 116

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

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. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B CEM Airlines 122

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

Vonage

MARCH 26, 2018

In 2001, over six decades after its foundation, Toyota created an ideology that now shapes its entire approach to manufacturing cars. Although the manufacturer retains a central managerial system, this means every employee within the company is encouraged to offer feedback. People are key to any business. The Toyota way. Lego Ideas.

eBook 206

eBook Video Training Examples 206

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?

ROI 83

ROI CEM Software Customer Experience Management 83

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

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 121

CEM NPS Hotels Survey 121

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 78

CEM Infographics Employee Engagement Culture 78

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

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

ijgolding

JUNE 22, 2015

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Independent review sites are glowing in customer feedback. It was all made possible due to the power of social media.

Leadership 120

Leadership Social Media Exercises Loyalty 120

ShepHyken

DECEMBER 27, 2021

The thought of negative feedback may trigger something inside of you that frankly, makes you want to crumble up all the papers on your desk or just throw your laptop against the wall. Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. My Comment: In Arthur C.

Customer Service 76

Customer Service Tips Fashion Call Center 76

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 71

Survey Net Promoter Score CEM How To 71

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 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

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 82

CEM Telecommunications Software Analytics 82

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.

CEM 48

CEM Chatbots Voice of Customer Software 48

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.

Analysis 87

Analysis CEM ROI e-support 87

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.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

CX University

FEBRUARY 6, 2018

When the Census was taken in 2001, businesses with fewer than 500 employees contributed more than half of GDP (50.5%). How many of you scan QR codes to access feedback surveys? I asked the owner how much feedback he received. He had no idea that there was any feedback nor how to access any feedback his business had received.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

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.

Communication 54

Communication CEM Touchpoint Software 54

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

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.

Measurement 97

Measurement CEM Touchpoint Video 97

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 70

CEM Video Measurement Software 70

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

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.

CEM 83

CEM Touchpoint NPS Survey 83

Oracle

MAY 31, 2019

The most customer-focused companies today are thinking about how their customers are using their products and services, taking that feedback and creating a loop where they’re continually getting customer feedback and using that feedback to improve products and services. But it wasn’t always like this.

Customer Centricity 45

Customer Centricity Feedback Customer Focused Customers 45

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

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.

CEM 78

CEM ROI Contact Center Survey 78

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

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. I think at the time when I started, my only understanding of customer feedback was as a customer of.

Feedback 62

Feedback Customer Experience ROI Industry 62

Strativity

JANUARY 6, 2023

Since 2001 (when the brand borrowed a tactic from the Ritz Carlton ), Chick’s employees have been encouraged to say “my pleasure” whenever they are thanked by a customer—and the brand is now associated with that sunny response (which is even printed on its merchandise). Not only is Chick-fil-A, which had $16 billion in sales and $5.8

Omni-Channel 52

Omni-Channel Consumers Case Study Brands 52