CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

PeopleMetrics

JUNE 4, 2019

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

B2C 122

B2C B2B CEM Airlines 122

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. Click here to download the book. Let’s start with what it is not.

Measurement 209

Measurement CEM Telecommunications Wireless 209

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Can include both mobile and regular versions of the website.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

FEBRUARY 20, 2019

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

MAY 13, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE!

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

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

FEBRUARY 2, 2018

Download the video transcript here. 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. Why I'm writing Listen or Die!

CEM 69

CEM Video Measurement Software 69

PeopleMetrics

JUNE 28, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE!

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program?

CEM 40

CEM Strategy Insurance Abandon Rate 40

PeopleMetrics

MARCH 26, 2018

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

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

JUNE 10, 2021

Measuring and managing that customer feedback is quite another! Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Collecting customer feedback is one thing. Watch on YouTube. ? ? ?.

Feedback 71

Feedback Management CEM Customer Centricity 71

PeopleMetrics

MARCH 12, 2018

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

CEM 69

CEM Net Promoter Score Video Hotels 69

PeopleMetrics

MARCH 7, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. 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. Many titles, same job. Sean holds a Ph.D.

System 76

System Feedback CEM Management 76

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

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

NOVEMBER 9, 2021

Download the chart from this video. ? ? ?. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?. PeopleMetrics LIVE! Tune in for short, casual conversations every Tuesday at 2:00pm ET. ?

Customer Experience 71

Customer Experience Marketing CEM Feedback 71

PeopleMetrics

MARCH 21, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. 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 82

Feedback CEM Video Social Media 82

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM 225

CEM Marketing Advertising Study 225

CloudCherry

AUGUST 9, 2018

While there are many approaches to managing CX, we believe that modern organizations must use the three pillars of customer experience to provide best in class experiences: Pillar #1: Customer experience must be measured by the customer journey. Measuring Customer Experience across the Customer Journey. Using Predictive Analytics.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

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

FEBRUARY 21, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. 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.

CEM 67

CEM Marketing Advertising Video 67

PeopleMetrics

JULY 23, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Feedback 72

Feedback CEM Hotels Software 72

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

PeopleMetrics

FEBRUARY 12, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. 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.

CEM 63

CEM Hospitality e-support Competitive Advantage 63

PeopleMetrics

JULY 10, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

JUNE 18, 2019

Are you measuring empathy in your VoC program? To explore more CX lessons, click here to download your copy of Listen or Die. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Are you training your people to be empathetic to customer challenges?

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

JULY 31, 2018

Click here to download the book. 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. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. In most cases, these companies just do not have a good way to measure the impact of the customer experience on metrics like revenue. Only 28% of CX professionals have a model that ties CX to business results. And now you can prove it.

CEM 40

CEM Customer Retention Financial Report 40

Chattermill

NOVEMBER 4, 2018

If you’d like to understand more about the topic then download our text analytics report here ). Advanced text analytics platforms should enable various sources of unstructured data to be viewed and measured using relevant scores to visualise sentiment and topic analysis across every part of the customer journey in real time.

Strategy 76

Strategy Social Media Analytics Analysis 76

SurveySensum

APRIL 21, 2023

SurveySensum allows users to download survey results in various formats, such as CSV, PDF, or Excel, for further analysis or sharing. It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth. The details about their paid plans are available upon request.

Survey 52

Survey Multi-Channel Analysis Feedback 52