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

Experience Matters

APRIL 7, 2015

With real-time customer and employee insights, organizations can make smart, data-driven decisions that have a measurable, immediate impact on the customer experience. With only 30% of employees engaged in their work, it’s more important than ever to measure and improve engagement. Rant and Rave. Engaging Employees on the Frontline.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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?

Tools 59

Tools Survey CEM ROI 59

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 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

SmartKarrot

JULY 26, 2021

How to measure customer experience? Other ways to measure customer experience include churn rate, customer lifetime value (CLV), and retention rate. 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)?

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11