Think Customers

APRIL 5, 2016

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. percent in 2014 to 79.9

Airlines 56

Airlines 2001 2014 2015 56

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Thinking about switching to VoC? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 94

CEM 2001 Feedback Call Center 94

Forrester's Customer Insights

NOVEMBER 5, 2018

Employees are quitting their jobs at the fastest rate since 2001.[i] Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. i] What’s more, companies that care about […].

Employee Experience 54

Employee Experience 2001 2019 Brands 54

ShepHyken

MARCH 28, 2017

Featured Interview: Shep begins his interview with Anthony Goonetilleke by asking if we have reached the point of HAL, the computer in 2001 A Space Odyssey? You want to be ahead of the game. Should we be nervous or scared of that type of technology?

2001 90

2001 Technology Communication Customer Service 90

Maru Group

FEBRUARY 7, 2022

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. The desire to leverage BNPL solutions helps offset significant inflation as high as 50% in Argentina, low living wages, and a general distrust of banks.

2001 89

2001 2021 Financial 2022 89

OpinionLab

DECEMBER 17, 2018

Founded in 2001, ForeSee developed a methodology to connect the digital experience to the bottom line through evaluative post-transaction surveys. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

2001 105

2001 2006 Hospitality Brands 105

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Have questions about a B2B or B2C VoC program? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C 122

B2C B2B CEM 2001 122

ShepHyken

DECEMBER 27, 2021

Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. They use speech recognition and natural-language processing to enable users to complete some tasks. My Comment: In Arthur C.

2021 81

2021 Article Customer Service 2001 81

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 71

CEM 2001 Social Media Blog 71

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. Tangible value.

2001 98

2001 2007 Leadership Consulting 98

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up a recognition program today! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 78

CEM 2001 Culture Customer Centricity 78

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Gearing up to reopen? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 121

CEM NPS 2001 Hotels 121

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Amity

MARCH 29, 2016

2001) Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Marketing Science, Volume 17, No. 2 Chang, L., et al (2010) Seeing is believing: trustworthiness as a dynamic belief. Cognitive Psychology 61 pp. 87–105. 3 Ruyter, K., Moorman, L., and Lemmink, J.

Customer Relationships 67

Customer Relationships 2001 2010 Loyalty 67

PeopleMetrics

FEBRUARY 21, 2018

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

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

AUGUST 21, 2018

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

NPS 82

NPS Measurement CEM 2001 82

ShepHyken

FEBRUARY 18, 2024

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Will AI Take Over Customer Service? by Shep Hyken (Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C.

2024 70

2024 Article Customer Service Net Promoter Score 70

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Let's start building. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 83

CEM 2001 Touchpoint NPS 83

CX University

FEBRUARY 6, 2018

When the Census was taken in 2001, businesses with fewer than 500 employees contributed more than half of GDP (50.5%). Produce 44.5% of GDP (US Census, 2010). But I am concerned. Small businesses are losing ground to larger corporations – not in employment, but in revenues.

Customer Experience 71

Customer Experience 2001 2010 Feedback 71

Zeisler Consulting

MAY 25, 2021

The Agile Manifesto was written in 2001 by a group calling themselves the “The Agile Alliance,” and, at the risk of minimizing their efforts, there’s a bit of falderal and self-importance involved in its origin and execution (after all, they called it a Manifesto …what would you expect?). I think CXers will find value here.

2001 93

2001 Definition Article Connections 93

CSM Magazine

AUGUST 3, 2021

Steijaert began his McDonald’s career as a field service consultant in 2001. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 2015 52

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to collect feedback at every touchpoint? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to close the loop? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

ROI 83

ROI CEM 2001 Download 83

PeopleMetrics

MARCH 1, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. 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: T he Importance of Aligning CX with Marketing.

Measurement 97

Measurement CEM 2001 Touchpoint 97

CSM Magazine

MARCH 20, 2024

Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up RCA today! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

CEM 87

CEM 2001 ROI E-support 87

Natalie Petouhof

SEPTEMBER 8, 2015

Guess I will just keep talking about it till the whole world “gets” it. DrNatalie, VP and Principal Analyst, Constellation Research. (1) 1) Rubinstein, Joshua S.; Meyer, David E.; Evans, Jeffrey E. Executive Control of Cognitive Processes in Task Switching. 2) [link].

Customer Engagement 58

Customer Engagement Engagement 2001 2016 58

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Want to know more about Employee Experience? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More information: Listen or Die will be available for purchase on Amazon starting Tuesday, June 19th, 2018.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. 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: Don't Limit Feedback Opportunities.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

SaleMove

JUNE 11, 2020

If you have seen The Terminator, 2001: A Space Odyssey , Ex Machina , RoboCop or any number of similar dystopian SciFi flicks, you know that AI gone bad can be very destructive, very fast.

Virtual Agent 52

Virtual Agent Contact Center 2001 Insurance 52

Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

2001 74

2001 Consulting Sales Customers 74

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Looking for ways to tie compensation to VoC? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. What CX lessons have you learned in 2019? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 48

CEM 2001 Books 2019 48

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. When the book is out, we'll also be doing a video about each one of the 40 lessons. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 70

CEM 2001 Books Measurement 70