Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

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

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

Employee Experience 116

Employee Experience Communication CEM 2001 116

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. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM 2001 82

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Integrating Customer-Focus & Measurement in Day-to-Day Business. Customer Experience is Decided by You article.

Article 48

Article Customer Experience 2009 White Paper 48

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. In this article, we’ll define internal and external benchmarks. Keep in mind that this process measures the same statistics as its external counterpart.

CEM 78

CEM Net Promoter Score Document NPS 78

Bob Hayes

MAY 16, 2016

Consequently, how you measure customer loyalty will necessarily impact the insights you get from your customer experience analytics. In today's post, I will talk about two important measurement factors you must consider when selecting your customer loyalty metrics. Multiple Measurement Methods.

Loyalty 63

Loyalty Measurement Metrics CEM 63

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Do you love CEM as much as we do?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 94

CEM 2001 Feedback Call Center 94

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). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Measurement 210

Measurement CEM Telecommunications 2001 210

Bob Hayes

AUGUST 15, 2016

In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. First, let's review CEM programs. Practices in Customer Experience Management Programs.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

B2C 122

B2C B2B CEM 2001 122

ClearAction

AUGUST 24, 2008

We typically measure conscious, verbal aspects of specific product and service elements. This approach to VOC and CEM has certainly been eye-opening! Related articles: Customer Experience Social Media Conversations. Everyone knows that most of communication is nonverbal … they say upwards of 80%.

Insights 87

Insights Customer Experience CEM Social Media 87

PeopleMetrics

JUNE 29, 2020

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

CEM 121

CEM NPS 2001 Hotels 121

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 71

CEM 2001 Social Media Blog 71

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. It’s also natural to enlist protective measures protecting those bottom lines like cost-effective shipping decisions or restrictive return policies. Institute a Customer-Centric focus, not an operational focus.

CEM 98

CEM Books Social Media Customer Centricity 98

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 78

CEM 2001 Culture Customer Centricity 78

PeopleMetrics

JUNE 17, 2020

Are you measuring these digital experiences and improving them? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Is this now a digital touchpoint?

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. Sean has over 20 years of experience helping companies measure and improve the customer experience.

2001 70

2001 CEM Marketing Voice of Customer 70

ViiBE Blog

AUGUST 17, 2021

Share this article. Share this article. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? What's the meaning of customer experience management (CEM)? Natalia Barszcz.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

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. As CEO, he guides the company’s vision and strategy.

ROI 83

ROI CEM 2001 Download 83

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Marketing 67

Marketing CEM 2001 Advertising 67

Lumoa

JULY 21, 2022

This article will detail the importance of customer experience in telco (with a specific focus on the European market) and how it has been influenced by the global pandemic. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 70

CEM 2001 Books Measurement 70

PeopleMetrics

MARCH 26, 2018

Print this article. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. Every touchpoint counts towards the bigger picture. More #CXSecrets.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 87

CEM 2001 ROI E-support 87

PeopleMetrics

MARCH 12, 2018

Print this article. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. More #CXSecrets. The 40 Lessons That Turn Customer Feedback into Gold.

CEM 70

CEM Net Promoter Score 2001 Hotels 70

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. Meet ISO objectives and drive ISO improvement measures. Utilize CEM software.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience E-support 48

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

PeopleMetrics

NOVEMBER 22, 2019

I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! Sean has over 20 years of experience helping companies measure and improve the customer experience.

Communication 54

Communication CEM 2001 Touchpoint 54

SurveySparrow

OCTOBER 12, 2020

And, to make your search process hassle-free, we’ll guide you throughout this article with some valuable information about the alternatives. . With this software, you can collect data, measure employee performance , create assessment reports, easily. . Airtable CRM vs SurveySparrow CEM. SurveySparrow.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

PeopleMetrics

MAY 24, 2018

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. Sean holds a Ph.D.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes.

CEM 61

CEM 2001 Hotels NPS 61