PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 121

CEM NPS Hotels Survey 121

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

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 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 70

CEM Video Measurement Software 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. As CEO, he guides the company’s vision and strategy.

ROI 83

ROI CEM Software Customer Experience Management 83

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 94

CEM Software Feedback Call Center 94

transcosmos Information Systems

JULY 24, 2018

Among these new panaceas is Artificial Intelligence, a concept you may have first heard of in the 1999 Robin Williams movie, “Bicentennial Man” or the 2001 Spielberg hit “A.I. Cybersecurity measures are crucial now, more than ever. Artificial Intelligence.”. connected devices. Cybercriminals are beginning to use AI, too.

System 85

System Technology Government Connections 85

Maru Group

FEBRUARY 7, 2022

At Maru, we use our unique software platform to measure and analyze how consumers feel, behave, and think to help clients better understand their customers and deliver better outcomes. The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts.

Financial 89

Financial Travel Banking Policies 89

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Analysis 87

Analysis CEM ROI e-support 87

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. 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 70

CEM Net Promoter Score Video Hotels 70

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 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

AUGUST 7, 2018

It’s important to keep in mind that NPS is a straightforward question that measures your overall relationship with your customer based on the bundle of experiences they have had with you over time. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 71

CEM Video Social Media Survey 71

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

System 76

System Feedback CEM Management 76

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Survey 71

Survey CEM Net Promoter Score How To 71

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. He founded PeopleMetrics in 2001 and 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.

CEM 226

CEM Marketing Advertising Study 226

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? He founded PeopleMetrics in 2001 and 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. Is this now a digital touchpoint?

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

OCTOBER 29, 2019

So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. 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

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 82

Feedback CEM Video Social Media 82

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 67

Marketing CEM Advertising Video 67

Centercode

AUGUST 20, 2020

Since 2001, Centercode has helped hundreds of iconic tech companies bring amazing products to market. Luke: As you adjust your strategy, you measure your changes against the market — which is effectively your control. How can companies fulfill higher customer expectations when resources are strained and the path forward is unclear?

Roadmap 98

Roadmap Company Strategy Consumers 98

Clarivate

MAY 30, 2023

Research suggests that traditional approaches used in Property, Plant and Equipment (PPE) accounting (cost-based, revenue-based and replacement value) are insufficient for measuring the contribution of intellectual property to a business. Recent judicial decisions are also impacting IP management. In DuPont v.

Management 59

Management Financial Innovation Analysis 59

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 78

CEM ROI Contact Center Survey 78

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. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 64

CEM Hospitality e-support Competitive Advantage 64

PeopleMetrics

JULY 23, 2018

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 72

Feedback CEM Hotels Software 72

ShepHyken

FEBRUARY 18, 2024

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Will AI Take Over Customer Service? by Shep Hyken (Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C.

Customer Service 70

Customer Service Net Promoter Score Loyalty Programs Gamification 70

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

JUNE 18, 2019

Are you measuring empathy in your VoC program? He founded PeopleMetrics in 2001 and 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 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

FEBRUARY 13, 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. Listen to your customers! They won’t let you down.

Airlines 66

Airlines CEM Travel Software 66

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and 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. 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

AUGUST 7, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and 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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Communication 54

Communication CEM Touchpoint NPS 54

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 54

Feedback CEM Chief Customer Officer ROI 54

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%). Produce 44.5% of GDP (US Census, 2010). But I am concerned. Small businesses are losing ground to larger corporations – not in employment, but in revenues.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71