Up Your Service

FEBRUARY 14, 2017

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! This ranges from sales and delivery staff, to call centers, to inventory control systems, to physical delivery vehicles to downloading goods online. What companies are you looking to hearing from at CEM Global? .

Culture 55

Culture CEM Social Media Employee Engagement 55

Chattermill

NOVEMBER 4, 2018

If you have lots of data in the form of customer feedback and you want to get business insights from it automatically, then you would have to use NLP techniques. If you’d like to understand more about the topic then download our text analytics report here ). A single agent can only process 1,000 pieces of feedback a day consistently.

Strategy 76

Strategy Social Media Analytics Analysis 76

Responsetek

MAY 4, 2018

Our history of helping great brands run strong, focused Customer Experience Management (CEM) programs has shown that a strong CEM programme can enable a brand to understand customers’ needs, wants and frustrations at an absolute micro level, and in real time. Download eBook.

CEM 40

CEM Consumers Automotive Brands 40

SurveySensum

APRIL 21, 2023

However, we found the following limitations on evaluating feedback from platforms like G2, Capterra, and Trustradius. Customer Review The user feedback showcases past customers’ thoughts and experiences with the survey tool. Set up notifications to address feedback to close the loop. Analyze feedback data in real-time.

Survey 52

Survey Multi-Channel Analysis Feedback 52

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. We also provide you with the free downloadable chart used in this session (click on the tablet image below video OR in YouTube description to download).

Video 118

Video Feedback Survey CEM 118

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. Watch this edition of #CXSecrets above, or click here to download the video transcript. The power of the feedback mechanism has shifted from the company to the customer.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Watch this edition of #CXSecrets above, or click here to download the video transcript. Optimizing the feedback collection experience.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

APRIL 30, 2021

Download the chart from this video. ? ? ?. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE! Explore our CX solutions, designed to deliver a consistent experience every time. Contact PeopleMetrics: [link]. ? ? ?.

Customer Experience 133

Customer Experience CEM Employee Engagement Video 133

PeopleMetrics

SEPTEMBER 12, 2019

Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? Watch this edition of #CXSecrets above, or click here to download the video transcript.

System 76

System Feedback CEM Management 76

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Feedback 71

Feedback Management CEM Customer Centricity 71

PeopleMetrics

MARCH 1, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. 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.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( Click here to download the book. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Calling the company’s 800 number to ask questions (CS). Going back to the website to purchase ( not CS).

CEM 117

CEM Customer Service Touchpoint Exercises 117

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Click here to download the book. Prioritizing Action.

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. Download : The Closed-Loop VoC Process Map.

ROI 83

ROI CEM Software Customer Experience Management 83

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. Unsolicited Feedback. solicited.

Feedback 72

Feedback CEM Hotels Software 72

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Click here to download the book. Everyone Wins with VoC.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

MAY 13, 2021

Download the chart from this video. ? ? ?. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE! Explore our CX solutions, designed to deliver a consistent experience every time. Contact PeopleMetrics: [link]. ? ? ?.

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

PeopleMetrics

APRIL 9, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

MARCH 12, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. The 40 Lessons That Turn Customer Feedback into Gold. Why internal benchmarking? Exemplify best practices. Go to each location.

CEM 69

CEM Net Promoter Score Video Hotels 69

PeopleMetrics

JUNE 28, 2021

Download the chart from this video. ? ? ?. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE! Explore our CX solutions, designed to deliver a consistent experience every time. Contact PeopleMetrics: [link]. ? ? ?.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?.

Customer Experience 71

Customer Experience Marketing CEM Feedback 71

PeopleMetrics

AUGUST 21, 2018

Click here to download the book. 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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Download the video transcript here. We help companies figure out what customers are saying and then take action on that feedback. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 69

CEM Video Measurement Software 69

PeopleMetrics

FEBRUARY 21, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. When advertising doesn't align with experience.

CEM 67

CEM Marketing Advertising Video 67

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). VoC is about continuous, real-time feedback.

Measurement 209

Measurement CEM Telecommunications Wireless 209

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample). Click here to download the book. Voice of the Customer.

CEM 225

CEM Marketing Advertising Study 225

PeopleMetrics

FEBRUARY 12, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 63

CEM Hospitality e-support Competitive Advantage 63

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. Click here to download the book. For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

JULY 10, 2018

I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it. VoC gathers customer feedback during, or soon after, an experience. Click here to download the book. Here’s the deal. More on that in Lesson 8. Sean holds a Ph.D.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). To explore more CX lessons, click here to download your copy of Listen or Die. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48