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

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors?

CEM 69

CEM Net Promoter Score Video Hotels 69

PeopleMetrics

JULY 31, 2018

In reality, if you don’t have a quick, accurate, and affordable way to process your unstructured customer feedback, collecting it in the first place is a pointless exercise. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

OCTOBER 3, 2019

If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to tell your VoC story? Sean holds a Ph.D.

Tools 59

Tools Survey CEM ROI 59

Method:CRM

AUGUST 15, 2022

Meanwhile, customer experience management (CEM) aims to attract and retain customers to build trust in the brand. The two have in common that companies use CRM and CEM platforms to achieve the above goals. CEM software helps you with the following. Collect data on user behavior. Make use of emerging cloud technology.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

Experience Matters

APRIL 7, 2015

One of our latest innovations, Frontline Engagement, has already made waves in the Contact Centre environment, by making Voice of the Customer and measuring performance a fun and exciting exercise for the whole team. We continually update and optimize our platform by harnessing CEM best practices and the ever-changing needs of our clients.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Each group was given different candidates for a high-level position and had to reach a consensus on whom to hire. How do you deal with people with people who do not want to collaborate?

CEM 60

CEM Groups Consulting Exercises 60

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Each group was given different candidates for a high-level position and had to reach a consensus on whom to hire. How do you deal with people with people who do not want to collaborate?

CEM 60

CEM Groups Consulting Exercises 60

Confirmit

NOVEMBER 8, 2017

Below I’ve summarized some of the key learnings from our speakers Diane Magers, CEO, CXPA, Kari Michelson, Global CX Lead, MoneyGram International, and Roberta O’Keith, Director, CEM, Confirmit. Conduct listening exercises that give execs exposure to customer interactions with your company.

CEM 45

CEM Exercises Interaction Survey 45

Ian Williams

FEBRUARY 20, 2020

If you do a customer journey mapping exercise and you come up with a whole bunch of issues, then of course you have to go through process of prioritising those issues, so that then the leadership can make decisions about which of those opportunities and problems they want to tackle and which ones need to fall by the wayside.

Leadership 52

Leadership CEM Customer Journeys Video 52

Ian Williams

NOVEMBER 15, 2015

Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further. The concept of time – principally in the form of a journey map – is a central tenet of CEM. The most important of these is chronology.

Customer Journeys 56

Customer Journeys CEM Exercises Brands 56

Ian Williams

JUNE 23, 2019

Many that have undertaken Customer Journey Mapping find themselves confused, disappointed or even ‘completely underwhelmed’ by the outcome of the exercise. This usually, however, has more to do with the leadership and/ or company culture of an organisation than it does the validity of the exercises.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Ian Williams

NOVEMBER 15, 2015

The purpose of this exercise is to understand where time is being spent managing value demand (doing things of value to customers, i.e. doing what the business should be) and failure demand, i.e. dealing with service delivery failures (e.g. complaints). Journey Framework. The first is the creation of a journey framework.

Customer Journeys 40

Customer Journeys Exercises Analysis Customers 40

Ian Williams

JUNE 10, 2019

In part 4 we look at CX done with no goal, CX done as a cost-cutting exercise and CX done tactically not strategically. . The key outputs should be the pain points, moments of truth, commercial opportunities and wow opportunities that are derived from the mapping exercise. CX done as a cost-cutting exercise.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. There is an understanding between you, an expectation of a level of service and an agreed upon value amount for that service.

Self Service 60

Self Service Exercises Call Center Analysis 60

Beyond Philosophy

JULY 30, 2015

I nearly always exercise good grooming when I travel. It seems about right considering the expectations set for my moral character. Location, location, location. What I lack in trustworthiness, I make up for in cleanliness. But I am often surprised by the location of my supplies.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

Waypoint Group

MAY 18, 2016

This reaction is rather due to its overwhelming use, respondents are able to recognize that they have been sent this pro forma and most importantly are unconvinced that their feedback is going to be used for anything other than a ‘box ticking’ exercise.

Company 40

Company Customer Experience Survey B2B 40

SmartKarrot

JULY 26, 2021

This exercise allows firms to put themselves in their customers’ shoes and see their business through their eyes. What is customer experience management (CEM or CXM)? ” More than just serving your online consumers is at the heart of customer experience management.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11