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? You're not alone. But you can't do it alone - you need help. Sean holds a Ph.D.

Feedback 76

Feedback CEM Management 2001 76

ShepHyken

DECEMBER 27, 2021

Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. 9 Must Read Books for Marketers to Start 2022 by Drew Neisser.

2021 81

2021 Article Customer Service 2001 81

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. Proud of its reputation for exceptional 24 x7 customer service, the company wanted to scale its support for players while managing any peaks in demand.

2001 105

2001 2006 Hospitality Brands 105

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

2001 98

2001 2007 Leadership Consulting 98

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. Many of our clients manage this by creating a "Brand Ambassador" program, which recognizes employees who deliver the best customer experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 78

CEM 2001 Culture Customer Centricity 78

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

CEM 226

CEM Marketing 2001 Advertising 226

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

B2C 122

B2C B2B CEM 2001 122

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM 2001 Social Media Blog 71

Beyond Philosophy

MAY 17, 2016

The reality is that all levels of management should share in this. Sales managers from business-to-business and consumer product and service were selected because they offer an overall perspective of the entire selling and support process. much more important, and more leveraging of behavior, than the functional aspects.

2001 74

2001 Consulting Sales Customers 74

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

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

Amity

MARCH 29, 2016

Managers intuitively recognize new customer relationships should start on a positive note. Cross-functional teams of marketing, sales, support, Customer Success, UX and even accounting must collaborate to define and implement a superior customer experience , ensuring promises made are systematically kept along the way. 1 Bolton, R.

Customer Relationships 67

Customer Relationships 2001 2010 Loyalty 67

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. The market research community did not get it or like it.

ROI 83

ROI CEM 2001 Download 83

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. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have.

Measurement 97

Measurement CEM 2001 Touchpoint 97

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

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

APRIL 28, 2015

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. In the consumer and commercial banking space, the surrounding environment consists of the market, as well as your bank's present and future customers. "Evolve or Die".

Banking 79

Banking Customer Experience 2014 2001 79

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 83

CEM 2001 Touchpoint NPS 83

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. Manu’s deep understanding of the needs of our customers and his rich perspectives from multiple markets will be invaluable in leading this new team.”.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 2015 52

Zeisler Consulting

MAY 25, 2021

All of that throat-clearing as a setup to introduce that, before I started the CX chapter of my career, I was also a Certified Scrum Master, coaching and teaching Agile Project Management and Scrum. Recently I was thinking deliberately about how the principles and practice of Agile and Scrum may apply to the CX field of work.

2001 93

2001 Definition Article Connections 93

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Contact PeopleMetrics: About the Author.

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. 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. Listen or Die provides some great advice for closing the gap.".

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

NOVEMBER 22, 2019

A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. VoC is not the same as Market Research. Market researchers are centrally located in one department.

Communication 54

Communication CEM 2001 Touchpoint 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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

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 78

CEM 2001 ROI Contact Center 78

Help Scout

JUNE 24, 2021

Along with managing incoming customer communications, many help desk tools let you offer proactive support through knowledge bases and automated messages. Flexibility : Though help desk software is most heavily associated with customer support, other teams like product, sales, and marketing regularly use it, too. HubSpot Service Hub.

Omnichannel 85

Omnichannel 2001 Connections Sales 85

PeopleMetrics

MARCH 12, 2018

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: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 70

CEM Net Promoter Score 2001 Hotels 70

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Look out for more CX Secrets videos soon, and the book release in early 2018!

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Contact PeopleMetrics: About the Author. As CEO, he guides the company’s vision and strategy.

CEM 71

CEM Net Promoter Score 2001 Hotels 71

Education Services Group

JUNE 21, 2021

Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful. MW: Do you think that human capital management was pretty critical for building out your CS team?

Customer Success 52

Customer Success Management 2001 Customers 52

SurveySparrow

MARCH 10, 2020

As a marketer, you can never get over that word, can you? Today’s marketing landscape demands a marketer to be agile, up-to-speed and quick. Jillions of marketing automation tools are available out there to help marketers make their daily tasks less sophisticated and effective at the same time. But, that’s not all.

2020 52

2020 Marketing ROI 2001 52

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. I came from more of a traditional market research background.

2001 62

2001 2012 Feedback Definition 62

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Feedback 82

Feedback CEM 2001 Social Media 82

Grade.us

MARCH 20, 2018

marketing, legal, engineering, etc.). Even worse, marketing and operations has the unique challenge of creating blanket policies and procedures that work for every location, regardless of the challenges that are unique to each. A recession encourages managers in various departments to fight each other for dwindling resources.

Management 38

Management Social Media 2014 2001 38