Kayako

AUGUST 18, 2016

Gives hiring managers the chance to lay out the “intangibles” for success. A well-written job description also saves managers time in the screening and interviewing stages. Sitting down to write a job description also helps managers set goals for role, and envision the ideal applicant’s skills.

Customer Service 49

Customer Service 2001 Customers Customer Service Representative 49

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. Subsequently, I began to manage a crew of 13. Mine has been a roller coaster journey. The customers valued this very much.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S. auto sales are expected to be about 16.9

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies).

Marketing 37

Marketing 2001 Magazine Social Media 37

Merkle

SEPTEMBER 3, 2018

Agile development has been rapidly growing in popularity in the data science world since its formal inception in 2001. This approach requires significant project governance including reporting, risk management, hand offs and documentation. Organisational resource management. How to manage the two together.

Government 40

Government 2001 Document NPS 40

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? The 40 Lessons That Turn Customer Feedback into Gold. You're not alone.

Feedback 76

Feedback CEM Management 2001 76

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience 116

Employee Experience Communication CEM 2001 116

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

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?". And their feedback should always be available in real-time. Here they are!

CEM 163

CEM 2001 Customer Centricity Touchpoint 163

PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. 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. Alert Management. This is not an easy call by any means.

Management 77

Management CEM Hotels 2001 77

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. So why does the transition from market research to customer experience come so naturally to CX professionals?

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

SEPTEMBER 12, 2019

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. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

AUGUST 31, 2018

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. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.

CEM 117

CEM Customer Service Touchpoint 2001 117

Grade.us

SEPTEMBER 2, 2021

Their SaaS platform exploded in growth, growing from 3,000 customers in 2001 to 150,000+ in 2021. Their flagship product is oriented around Customer Relationship Management or CRM, but they provide various commerce, sales, marketing, and analytics tools. Why You Need CRM and Review Management Automation. This is why it matters.

Customer Journey 26

Customer Journey 2001 2017 Sales 26

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

JUNE 29, 2020

It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Use the open-ended feedback from your NPS Safety question to eventually add other questions about safety to your survey. Did anyone deliver exceptional service? What did they do? Gearing up to reopen?

CEM 120

CEM NPS 2001 Hotels 120

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. Everyone Wins with VoC. Continuous Conversations.

CEM 94

CEM 2001 Call Center Feedback 94

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Topic: Alert Management. Contact PeopleMetrics: About the Author.

CEM 77

CEM 2001 Culture Customer Centricity 77

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy. More #CXSecrets.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. Prioritizing Action. Contact PeopleMetrics: About the Author.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

JULY 13, 2020

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. Make sure you or someone on your team watches each and every video that a customer shares. Add video to your surveys!

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

DECEMBER 27, 2019

In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. They can be very helpful in connecting the dots and making sense of customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Legal & Procurement.

CEM 81

CEM 2001 Telecommunications Customer Experience Professionals 81

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. Topic: Alert Management.

ROI 83

ROI CEM 2001 Download 83

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. Unsolicited Feedback. solicited.

Feedback 72

Feedback CEM 2001 Hotels 72

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. Next, we include these root cause categories as “tags” in our alert management system that our clients use to manage their recover alerts. Topic: Alert Management.

CEM 87

CEM 2001 ROI E-support 87

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

JUNE 17, 2020

The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots. Contact PeopleMetrics: About the Author.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. So before we dive in, let's just do some quick introductions.

2001 62

2001 2012 Definition Feedback 62

PeopleMetrics

FEBRUARY 21, 2018

The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Marketing 67

Marketing CEM 2001 Advertising 67

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. 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

MARCH 12, 2018

Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 69

CEM Net Promoter Score 2001 Hotels 69

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. These alerts are turned into leads to be managed by the sales team. In the next blog post, I will dig into the best ways to manage these alerts. Topic: Alert Management. Which alerts work best for YOUR company?

CEM 77

CEM 2001 ROI Contact Center 77

PeopleMetrics

NOVEMBER 22, 2019

Once customer feedback via VoC begins to roll in, you are not done! Remember, it’s impossible to overcommunicate to your team about the benefits of using customer feedback to make operational improvements. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Communication 54

Communication CEM 2001 Touchpoint 54

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 ). Are they novice entrepreneurs learning how to manage cash flow, receivables and payroll?

Banking 79

Banking Customer Experience 2014 2001 79

PeopleMetrics

JULY 29, 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. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM Net Promoter Score 2001 Hotels 71

PeopleMetrics

AUGUST 21, 2018

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

NPS 82

NPS Measurement CEM 2001 82