PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. Alert Management. This is not an easy call by any means.

Management 77

Management CEM Hotels Customer Centricity 77

PeopleMetrics

AUGUST 31, 2018

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 117

CEM Customer Service Touchpoint Exercises 117

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

JUNE 4, 2019

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

B2C 122

B2C B2B CEM Airlines 122

Kerry Bodine

OCTOBER 12, 2016

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

Consulting 120

Consulting Financial Conference Industry 120

Kerry Bodine

OCTOBER 12, 2016

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

Consulting 120

Consulting Financial Industry Touchpoint 120

DCX

NOVEMBER 19, 2024

If you want to do the same, this email template gives your manager all the info you’ll need. Reviews, testimonials, success stories—these are gold in CX ( Cialdini, 2001 ). A huge shoutout to my Premium subscribers, who generously support the DCX Newsletter. Social Proof: Follow the Crowd Humans trust what others are doing.

Loyalty 52

Loyalty Customer Centricity Social Media Exercises 52

Clarivate

MAY 30, 2023

As the business value of intellectual property (IP) continues to grow, the need to manage IP as a strategic asset is greater than ever. While 95% of senior corporate decision makers believe these intangible assets predict future strength , many organizations still fall short in their strategic IP management. In DuPont v. In Miron v.

Management 59

Management Financial Innovation Analysis 59

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

Michelli Experience

APRIL 17, 2018

Also, should you lock all bathrooms across an entire brand or give store managers discretion to lock bathrooms in areas where graffiti or criminal activity are prevalent in their bathrooms? In essence, it was a card game that posed café situations where guests presented with a variety of needs (some easily managed, others far more complex).

Policies 113

Policies Video Training Consulting 113

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 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 29, 2020

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 120

CEM NPS Hotels Survey 120

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Topic: Alert Management. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

ROI 83

ROI CEM Software Customer Experience Management 83

Zeisler Consulting

MAY 25, 2021

All of that throat-clearing as a setup to introduce that, before I started the CX chapter of my career, I was also a Certified Scrum Master, coaching and teaching Agile Project Management and Scrum. Recently I was thinking deliberately about how the principles and practice of Agile and Scrum may apply to the CX field of work.

Course 93

Course Software Groups Survey 93

PeopleMetrics

FEBRUARY 20, 2019

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

AUGUST 21, 2018

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

NPS 82

NPS Measurement CEM Survey 82

Kayako

AUGUST 18, 2016

Gives hiring managers the chance to lay out the “intangibles” for success. A well-written job description also saves managers time in the screening and interviewing stages. Sitting down to write a job description also helps managers set goals for role, and envision the ideal applicant’s skills. You can trace us back to 2001.

Customer Service 120

Customer Service Customers Culture Customer Service Representative 120

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. Proud of its reputation for exceptional 24 x7 customer service, the company wanted to scale its support for players while managing any peaks in demand.

Self Service 105

Self Service Chatbots Effort Score Hospitality 105

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 77

CEM Infographics Employee Engagement Culture 77

Wired and Dangerous

MAY 15, 2021

Cardinal Health will provide comprehensive end-to-end 3PL, order-to-cash management and specialty pharmaceutical distribution services to Sesen Bio in support of commercialization in the U.S. Door of the tenant or the property managers have? 2000-877 du 7 septembre 2000) and decree of 2001 (decret no.2001-410

Insurance 91

Insurance Exercises Resources Government 91

PeopleMetrics

SEPTEMBER 12, 2019

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Michelli Experience

DECEMBER 30, 2015

I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001. A lot of us will also think about how we can succeed in the year to come. Instead, I try to look for a handful of key behaviors that I can focus on in the coming year.

Social Media 100

Social Media Government System Consumers 100

Centercode

OCTOBER 22, 2019

This week, we decided to ask our Customer Validation Managed Testing Services Team to weigh in. Our Centercode Program Managers work closely alongside our customers to manage the ins and outs of Customer Validation, from communicating directly with testers to spinning feedback into recommendations. Director of Managed Programs.

Meeting 58

Meeting Management Survey Video 58

Maru Group

FEBRUARY 7, 2022

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. BNPL providers create a digital payment ecosystem that integrates secure data aggregation, authentication management, and an ever-expanding closed loop.

Financial 89

Financial Travel Banking Policies 89

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

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 77

CEM ROI Contact Center Survey 77

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. 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: Don't Limit Feedback Opportunities.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. Tangible value. A one-for-all and all-for-one orientation.

Leadership 98

Leadership Consulting System Marketing 98

PeopleMetrics

JULY 13, 2020

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM Video Social Media Survey 71

ShepHyken

DECEMBER 27, 2021

Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. 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: I’m often asked about how to handle negative online reviews.

Customer Service 77

Customer Service Tips Fashion Call Center 77

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.

CEM 69

CEM Net Promoter Score Video Hotels 69

Forrester's Customer Insights

NOVEMBER 5, 2018

Employees are quitting their jobs at the fastest rate since 2001.[i] Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. i] What’s more, companies that care about […].

Employee Experience 54

Employee Experience Company Employee Engagement Brands 54

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

DECEMBER 27, 2019

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 McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 81

CEM Telecommunications Software Analytics 81

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Who should be responsible for managing ‘churn’ in a firm? Q: What are the strategies you use for managing churn? Q: Any tips for CS leaders who want to manage churn/retention? A: Customer Success team.

Management 52

Management How To Strategy Customer Success 52

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. When the book is out, we'll also be doing a video about each one of the 40 lessons. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 69

CEM Video Measurement Software 69