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

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

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 67

Customer Service Net Promoter Score Loyalty Programs Gamification 67

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six.

Strategy 52

Strategy B2B Social Media Loyalty 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six.

Strategy 52

Strategy B2B Social Media Loyalty 52

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. In large part, those measures resulted from the online retailer not measuring CSRs’ performance by average call handle time. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Helen Dewdney

NOVEMBER 6, 2020

Feelsgood Vintage , is amongst those who boycott Starbucks and Google.She goes one further refusing to use “Google” as a verb for good measure too! Elle Finlay, who writes the blog E.L. Sometimes it is a little harder to keep to your principles even when you try, showing the difficulty with boycotting.

Poor Customer Service 75

Poor Customer Service Sports Consumers Social Media 75

NetBase

DECEMBER 4, 2019

After turning down Google, Excite and @Home Network merged – and subsequently went bankrupt together in 2001. And come away with a better sense of which ideas offer the highest likelihood of success by monitoring a few impactful measurements over time. Misplaced priorities, indeed.

Data 52

Data Social Media Analytics Trends 52

Strativity

JANUARY 6, 2023

To gain deeper insight into the health of brand and consumer relationships as we emerge from the pandemic, Material launched a propriety diagnostic that allows brands to measure the quality of their customer experience. Keeping score with the Material Fidelity Index. 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

AWS Machine Learning

JUNE 21, 2022

Additionally, they also contain important measurements like surface reflectance. Therefore, researchers in the field have traditionally relied upon these measurements to build ML classifiers. Most of the fields in the metadata are self-explanatory, except for the band names.

Training 89

Training Data Interaction Transportation 89

Merkle

SEPTEMBER 3, 2018

Agile development has been rapidly growing in popularity in the data science world since its formal inception in 2001. Frenemy: A person with whom one is friendly despite a fundamental dislike or rivalry. This requires the agreement and documentation of scope, activities, dependencies, deliverables, risks, assumptions and plans.

Data 40

Data Government NPS Resources 40

Wired and Dangerous

MAY 13, 2021

Handbook of inter-rater reliability: How to estimate the level of agreement between two or multiple raters Gaithersburg 2001., Computing inter-rater reliability and its variance in the presence of high agreement. Br J Math Stat Psychol 2008; 61(Pt 1): 29-48.[[link]

Handbook 91

Handbook Government e-support Financial 91

SurveySparrow

MARCH 10, 2020

You can integrate Pardot with Salesforce CRM , leverage email marketing, automate lead nurturing, receive real-time sales alerts, monitor prospect interaction on your site, measure the ROI supported by closed-loop reporting and get insightful ROI reports. Pardot definitely is quite helpful as a marketing automation platform.

Software 52

Software Marketing ROI Multi-Channel 52

Wired and Dangerous

MAY 14, 2021

The 2002 Doha Declaration affirmed that the TRIPS agreement should not prevent members from taking measures necessary to protect public health. In 2001, developing countries, concerned that developed countries were insisting on an overly narrow reading of TRIPS, initiated a round of talks that resulted in the Doha Declaration ( view ).

e-support 91

e-support Government Policies Examples 91

Customer Interactions

JULY 17, 2014

The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. How do you measure the cost of the loss of critical Intellectual property or damage to reputation? They issued mandates to rebuild or dramatically enhance their security organizations.

Return on Investment 32

Return on Investment Exercises ROI Metrics 32

LiveChat

SEPTEMBER 15, 2017

In 2001, American scholar Nassim Nicholas Taleb advanced the black swan theory in his book Fooled by Randomness: The Hidden Role of Chance in Life and in the Markets. For example, your content matrix for the auto lending industry might look like this: When filled, these measurements give tons of ideas for your content marketing plan.

Marketing 39

Marketing How To Airlines Strategy 39

SurveySparrow

JULY 9, 2021

That’s the kind of thing that longitudinal research design measures. Longitudinal studies are used in fields like clinical psychology to measure a patient’s thoughts over time, or in market research to observe consumer trends. The passing of time could influence the responses of the same person to the exact same question.

Study 52

Study Examples Survey Trends 52

CustomerSuccessBox

JUNE 7, 2022

Q: What should be the KPIs for measuring churn? Additionally, according to Statistica, IKEA has seen year over year growth since 2001, except in FY2020 as the pandemic affected retail. Out of Business. According to financial statements and releases from the IKEA website, in FY20, they closed over $39B in Revenues and netted over $1.7B

Management 52

Management How To Strategy Customer Success 52

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue. Could you tell us a bit about your personal story that led to you building a career in Customer Experience?

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SurveySparrow

DECEMBER 4, 2020

Medallia vs SurveyMonkey: Medallia: Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.” It is an online survey tool that has extremely powerful capabilities of capturing feedback and experience signals whenever customers are interacting.

Comparison 52

Comparison Net Promoter Score Survey Tools 52

Customer Interactions

DECEMBER 12, 2011

If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. By deploying GPS trackers and other security enhanced measures the bank virtually eliminated ATM thefts.

Industry 29

Industry Banking Government Analytics 29

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. What’s more, fewer young people are inclined to earn a driver’s license compared to previous generations.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Kustomer

FEBRUARY 29, 2024

The software you opt for should include IAM features along with other security measures like 2FA (Two-Factor Authentication) and SSO (Single Sign-On). 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.

e-support 52

e-support Feedback Multi-Channel Self Service 52

Russel Lolacher

FEBRUARY 20, 2023

It used to be at around 50 to 60% of teenagers 16 to 19 were engaged in labor market, that was true across the entire 20th century, from 2001. But it used to be the Bureau of Labor Statistics track that data since 1948. On it’s been on a decline, sped up through the great recession was starting to come back. But we worked on it.

Leadership 52

Leadership Culture Study Training 52

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. Kayako is an Indian SaaS company founded in 2001 by Jamie Edwards and Varun Shoor. The company builds dedicated customer service platforms for businesses.

Company 11

Company e-support Customer Journeys CRM 11

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

NPS 82

NPS Measurement CEM Survey 82

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 120

CEM NPS Hotels Survey 120

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

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). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Measurement 209

Measurement CEM Telecommunications Wireless 209

PeopleMetrics

AUGUST 31, 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.

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. 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

JUNE 4, 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.

B2C 122

B2C B2B CEM Airlines 122

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

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

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