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PeopleMetrics | Aug 24, 2021

3-Step CX Strategy MID-YEAR Check-in for 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience ...

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Customer Experience, Customer Experience Strategy, PeopleMetrics LIVE
PeopleMetrics | Jun 28, 2021

Best Practices for Developing a Customer Experience (CX) Strategy

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives ...

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Customer Experience, Customer Experience Strategy, PeopleMetrics LIVE
PeopleMetrics | Jun 10, 2021

How the Customer Feedback Management Process Works

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to ...

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Customer Experience, Customer Experience Management, PeopleMetrics LIVE
PeopleMetrics | May 27, 2021

5 Survey Questions You Need to Ask Customers After a Recent Experience

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. ...

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Customer Experience, Survey Design, PeopleMetrics LIVE
PeopleMetrics | May 13, 2021

3 Strategies for Turning Your Customers Into Promoters

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies ...

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Customer Experience, Net Promoter Score, PeopleMetrics LIVE
PeopleMetrics | Apr 30, 2021

5 Secrets Behind World-Class Customer Experience (CX)

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally ...

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Customer Experience, Best Practices, PeopleMetrics LIVE
PeopleMetrics | Apr 15, 2021

9 Key Differences Between Transactional and Relationship Customer Surveys

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is ...

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Customer Experience, Customer Experience Survey, PeopleMetrics LIVE
PeopleMetrics | Mar 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments

Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. ...

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Customer Experience Management Software, Text Analytics, PeopleMetrics LIVE
PeopleMetrics | Mar 18, 2021

How to Increase Customer Experience (CX) Survey Response Rates

Survey participation is a key part of an effective Voice of Customer (VoC) program. How do you ensure a high response rate? There are various best practices ...

Reading time: 42 min
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Customer Experience, Survey Design, PeopleMetrics LIVE