2001 Customer Experience Management Feedback 
ClearAction
MARCH 20, 2020
This is especially powerful when you look at the patterns among voice-of-the-customer from various sources. And even more so when you connect the dots to employee feedback and operational data. A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions.
PeopleMetrics
FEBRUARY 13, 2018
Especially if that change can be perceived as more difficult by your customers. Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Listen to your customers! They won’t let you down.
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PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.
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. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.
PeopleMetrics
MAY 13, 2020
PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Listen to your team.
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. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.
PeopleMetrics
APRIL 9, 2018
Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth. Unanswered questions.
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