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

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. 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.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. But be strategic about how you do it. Monetary bonus programs.

CEM 61

CEM 2001 Hotels NPS 61

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

CEM 48

CEM 2001 Books 2019 48

Beyond Philosophy

JUNE 1, 2023

However, understanding the context in which your customer has your experience is critical to your customer strategy. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. Context is everywhere.

Call Center 78

Call Center 2001 Retail Workshop 78