Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. I am talking about hotels, restaurants, private clubs, retail stores, field service organizations that visit homes, etc.

CEM 120

CEM NPS Hotels Survey 120

PeopleMetrics

MARCH 1, 2018

Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Final thought. More #CXSecrets. As CEO, he guides the company’s vision and strategy.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. This individual at the hotel where the alert was based will either follow up themselves or assign the alert to someone at the hotel who is better equipped to resolve it. The Trade-Off. Sean holds a Ph.D.

Management 77

Management CEM Hotels Customer Centricity 77

PeopleMetrics

MARCH 26, 2018

If you're a hotel, you may think about the first interaction guests have with the doorman, or the team at the front desk. If your business makes frequent home visits to customers, a touchpoint might be your customers' first interaction with your field reps. Touchpoints will vary depending on the type of business you're in.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

SEPTEMBER 12, 2019

Contact Center: an important touchpoint where customers call for more information or assistance. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel. Field Services: customers interact with a company in their home. Mapping your touchpoints. Sean holds a Ph.D.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

JULY 29, 2020

surveys sent to customers after an event such as a visit to a hotel, call to a support line, or a technician visit to a home) should take no more than 3 minutes to complete, ideally more like 1 minute. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Don’t do this!

Survey 71

Survey CEM Net Promoter Score How To 71

PeopleMetrics

MARCH 12, 2018

If you have a large organization, I can guarantee that you're going to have variability in customer experience between your very best locations (or work groups or entities) and your worst locations (or work groups or entities). Let's say you're a hotel. Exemplify best practices. Take a look at your best five locations.

CEM 69

CEM Net Promoter Score Video Hotels 69

PeopleMetrics

AUGUST 21, 2018

Here are 3 ways you can measure the most recent customer experience alongside NPS: Ask how satisfied the customer was with their last experience. Focus on customer effort. 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

FEBRUARY 21, 2018

A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 67

CEM Marketing Advertising Video 67

PeopleMetrics

FEBRUARY 12, 2018

High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”. Sean holds a Ph.D.

CEM 63

CEM Hospitality e-support Competitive Advantage 63

PeopleMetrics

JULY 24, 2019

B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. For example, a single hotel can easily serve at least 100 guests a night—that’s 700 a week and more than 2,800 a month. As CEO, he guides the company’s vision and strategy.

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

JULY 31, 2018

A typical question in your transactional (solicited) survey might be, “How satisfied were you with your most recent experience at Hotel ABC on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied?”. The next step is that the machine is trained to understand customer sentiment for each comment.

Analytics 79

Analytics CEM Telecommunications Hotels 79

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 209

Measurement CEM Telecommunications Wireless 209

PeopleMetrics

JULY 23, 2018

Verified feedback comes from experts, commonly called mystery shoppers or quality assurance professionals , who are hired to assess the experience that a company provides its customers. While this is not true “customer” feedback, it provides an important evaluation of the customer experience. Sean holds a Ph.D.

Feedback 72

Feedback CEM Hotels Software 72