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. Utilize CEM software. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience E-support 48

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. Listen or Die provides some great advice for closing the gap.".

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

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. Sean holds a Ph.D.

CEM 61

CEM 2001 Hotels NPS 61

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

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Churn Customer churn happens when a customer/subscriber stops doing business with a company.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

PeopleMetrics

NOVEMBER 22, 2019

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Employees see the positive and negative experiences reported by customers, and with so many bright posters lighting up the office, they are excited and informed! Sean holds a Ph.D.

Communication 54

Communication CEM 2001 Touchpoint 54

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our professional services team works with our new customers to ensure that their implementation experience goes smoothly and quickly.

2015 97

2015 Multi-Channel 2014 CEM 97

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. It means your customers are happy. Listen to the voice-of-customer.

Net Promoter Score 78

Net Promoter Score NPS Social Media Culture 78

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100