ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. This is why ratings fall short in capturing your customers’ world. This is especially powerful when you look at the patterns among voice-of-the-customer from various sources. This is pure VoC because it’s customer-initiated.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Kustomer

FEBRUARY 29, 2024

Real-Time Messaging Real-time messaging capability enables immediate interaction with customers, fostering quick response times and enhancing overall customer satisfaction. Discover how Kustomer helped Away expedite its response time to customer inquiries and deliver a better customer experience.

E Commerce 52

E Commerce 2024 E-support Feedback 52

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Especially if that change can be perceived as more difficult by your customers. They won’t let you down.

Airlines 66

Airlines CEM 2001 Travel 66

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. A frictionless and consistent customer experience is key.

2001 52

2001 Omnichannel Consumers Brands 52

Oracle

MAY 4, 2018

In 2001, he was training with the Los Angeles Dodgers when he ended his career due to an injury. That’s why customer service teams can seem like the underdog of American business. Once thought of as a cost-sink, customer service experience roles went through a period of offshoring. .

Customer Service 40

Customer Service 2001 Sports Poor Customer Service 40

Oracle

MAY 31, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. One of my favorite examples of customer centered design comes from Shake Shack. But it wasn’t always like this.

Customer Centricity 45

Customer Centricity 2001 Feedback Customer Focused 45

Kayako

AUGUST 18, 2016

Kayako is one of the leading customer service platforms, used by more than 30,000 organizations to deliver a better customer experience to millions of customers. We believe that customer support is more than just answering questions. You can trace us back to 2001.

Customer Service 54

Customer Service 2001 Customers Customer Service Representative 54

SurveySparrow

DECEMBER 4, 2020

Online survey tools are great when it comes to collecting feedback from customers. Hearing feedback from customers and making use of their feedback is one of the best things that businesses can do if they want to achieve incredible success. . It is pivotal that you work on the inputs given by your customers.

Net Promoter Score 52

Net Promoter Score 2001 Feedback NPS 52

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

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.

CEM 163

CEM 2001 Customer Centricity Touchpoint 163

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.

Feedback 82

Feedback CEM 2001 Social Media 82

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.

Touchpoint 85

Touchpoint Feedback CEM 2001 85

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.

Employee Experience 116

Employee Experience Communication CEM 2001 116

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? basically all the different parts of your company who impact the customer experience.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. The most common channels.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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. Sean has over 20 years of experience helping companies measure and improve the customer experience.

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Yes and no).

CEM 120

CEM NPS 2001 Hotels 120

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). To adapt your bank, you need advanced awareness of your environment, so you can build a customer experience that can survive in it.

Banking 79

Banking Customer Experience 2014 2001 79

PeopleMetrics

FEBRUARY 20, 2019

Suddenly, a client could take immediate action on customer feedback , rather than waiting six to eight weeks on CSAT survey results. With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Empowered Customers. Everyone Wins with VoC.

CEM 94

CEM 2001 Call Center Feedback 94

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JUNE 4, 2019

B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short. Prioritizing Action.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Yet most office environments inspire apathy, not excitement.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

JULY 13, 2020

Make sure you or someone on your team watches each and every video that a customer shares. Use this feedback to make changes to improve feelings of safety or to improve other areas of the customer experience. 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

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. The Information Technology (IT) Department.

CEM 81

CEM 2001 Telecommunications Customer Experience Professionals 81

PeopleMetrics

JUNE 8, 2020

You should leverage positive customer feedback as well! Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture.

CEM 77

CEM 2001 Culture Customer Centricity 77

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. solicited.

Feedback 72

Feedback CEM 2001 Hotels 72

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Download : The Closed-Loop VoC Process Map.

ROI 83

ROI CEM 2001 Download 83

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. The 40 Lessons That Turn Customer Feedback into Gold. Getting on the same page.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. 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.

2001 62

2001 2012 Definition Feedback 62

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Interview the people who are delivering those fantastic experiences.

CEM 69

CEM Net Promoter Score 2001 Hotels 69

PeopleMetrics

MAY 28, 2020

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

CEM 87

CEM 2001 ROI E-support 87

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Perhaps employees should focus on something other than NPS ?

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. The more effort a customer expends on resolving their issue, the more negative the customer experience.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

MAY 4, 2020

But in a decentralized approach, you’re adding more responsibility to the company’s general managers and department heads whose job it is to deliver a great customer experience. The decentralized approach puts the follow-up in the hands of the people or department that is responsible for the customer experience.

Management 77

Management CEM Hotels 2001 77