PeopleMetrics

MAY 13, 2020

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

Employee Experience 116

Employee Experience Communication CEM e-support 116

Kerry Bodine

OCTOBER 12, 2016

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. It’s true that in certain markets (like Silicon Valley), service design agencies have a tough time competing for talent. Service design agencies are here to stay.

Consulting 120

Consulting Financial Conference Industry 120

Kerry Bodine

OCTOBER 12, 2016

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. It’s true that in certain markets (like Silicon Valley), service design agencies have a tough time competing for talent. Service design agencies are here to stay.

Consulting 120

Consulting Financial Industry Touchpoint 120

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Gearing up to reopen? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 121

CEM NPS Hotels Survey 121

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

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

AUGUST 21, 2018

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

NPS 82

NPS Measurement CEM Survey 82

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

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

Leadership 98

Leadership Consulting System Marketing 98

Maru Group

FEBRUARY 7, 2022

The global market continues to put extreme pressure on financial institutions to develop faster, smarter, more personalized payment solutions. In a market already in flux, neobanks and financial technology firms (fintechs) are maximizing this missed opportunity by providing customers with deeply satisfying experiences from start to finish.

Financial 89

Financial Travel Banking Policies 89

PeopleMetrics

SEPTEMBER 12, 2019

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. Ready to collect feedback at every touchpoint? Contact PeopleMetrics: About the Author.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Zeisler Consulting

MAY 25, 2021

The Agile Manifesto was written in 2001 by a group calling themselves the “The Agile Alliance,” and, at the risk of minimizing their efforts, there’s a bit of falderal and self-importance involved in its origin and execution (after all, they called it a Manifesto …what would you expect?). I think CXers will find value here.

Course 93

Course Software Groups Survey 93

PeopleMetrics

MAY 28, 2020

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. Set up RCA today! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

ShepHyken

DECEMBER 27, 2021

Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. 9 Must Read Books for Marketers to Start 2022 by Drew Neisser. Renegade) Here are 9 marketing books that I recommend for you and your marketing friends. My Comment: In Arthur C. Thank you, Drew!)

Customer Service 81

Customer Service Tips Fashion Call Center 81

PeopleMetrics

JULY 13, 2020

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. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM 71

CEM Video Social Media Survey 71

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. Our menu options include prompts to get more information on topics like bonuses, wagering, request for verification of ID and information on marketing preferences.”.

Self Service 105

Self Service Chatbots Effort Score Hospitality 105

PeopleMetrics

DECEMBER 27, 2019

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. Need help wrangling internal stakeholders? Contact PeopleMetrics: About the Author.

CEM 82

CEM Telecommunications Software Analytics 82

Centercode

AUGUST 20, 2020

Since 2001, Centercode has helped hundreds of iconic tech companies bring amazing products to market. When the market is behaving predictably, there’s more runway and more bandwidth for some products to be flops. Obviously, you don’t want a flop — but it’s often just a numbers game. .”

Roadmap 98

Roadmap Company Strategy Consumers 98

PeopleMetrics

JUNE 8, 2020

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. Set up a recognition program today! Contact PeopleMetrics: About the Author. 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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. When the book is out, we'll also be doing a video about each one of the 40 lessons.

CEM 70

CEM Video Measurement Software 70

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. Apart from behavioral trends as discussed above, AI can also predict new market trends using the same tools that capture customer interactions.

Contact Center 130

Contact Center Call Center Self Service Chatbots 130

PeopleMetrics

JULY 29, 2020

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. No bad surveys. Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. 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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. 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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 82

Feedback CEM Video Social Media 82

Amity

MARCH 29, 2016

Cross-functional teams of marketing, sales, support, Customer Success, UX and even accounting must collaborate to define and implement a superior customer experience , ensuring promises made are systematically kept along the way. Marketing Science, Volume 17, No. Industrial Marketing Management 30, 271–286. 1 Bolton, R.

Customer relationships 67

Customer relationships Loyalty Study Groups 67

Esteban Kolsky

JUNE 5, 2018

They are missing the mark as to what the market wants today and what CIOs have been put in charge of building over the next decade. The concept of ME2B (if marketing wants to take a concept for a discussion and a spin, this is the one). Their understanding, finally, of end-to-end experiences.

CRM 83

CRM Ecommerce Technology Customer Experience 83

PeopleMetrics

MARCH 16, 2020

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. Which alerts work best for YOUR company? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Let's start building. Contact PeopleMetrics: About the Author. 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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Visit our YouTube channel to see all of the videos in the series. Sean holds a Ph.D.

CEM 64

CEM Hospitality e-support Competitive Advantage 64

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

Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

Groups 74

Groups Consulting Analysis Sales 74

PeopleMetrics

AUGUST 7, 2018

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

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author.

Banking 91

Banking CEM Employee Experience Rewards Programs 91