PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Are you measuring these digital experiences and improving them?

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Add an “NPS Safety” question in the very beginning of the survey.

CEM 120

CEM NPS 2001 Hotels 120

PeopleMetrics

FEBRUARY 20, 2019

Perhaps the most important win is reduced hostility between customers and companies. Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Better Relationships.

CEM 94

CEM 2001 Call Center Feedback 94

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Customer Touchpoints.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

OCTOBER 29, 2019

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001.

2001 62

2001 2012 Definition Feedback 62

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 209

Measurement CEM Telecommunications 2001 209

PeopleMetrics

JULY 23, 2018

While this is not true “customer” feedback, it provides an important evaluation of the customer experience. At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. Here’s how this typically works.

Feedback 72

Feedback CEM 2001 Hotels 72

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. In this scenario, you figure out the touchpoints and the questions to ask customers. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 59

CEM 2001 ROI Touchpoint 59