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Sean McDade, PhD | May 28, 2020

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

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 ...

Reading time: 6 min
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Voice of the Customer, Customer Experience Management, Root Cause Analysis
Sean McDade, PhD | May 13, 2020

Best Practices in Communications to Improve Employee Experience

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a ...

Reading time: 6 min
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Customer-Centric Culture, Best Practices, Employee Experience
Sean McDade, PhD | May 4, 2020

Recover Alert Management - Centralized vs. Decentralized Approaches

Recover alerts are the core of any advanced VoC program.   Recover alerts immediately identify the customers who have had a recent poor experience. These are ...

Reading time: 11 min
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Voice of the Customer, Customer Experience Management, Alert Management
PeopleMetrics | Apr 27, 2020

INFOGRAPHIC | Employee Experience in a COVID-19 World

In March of 2020, PeopleMetrics conducted an independent study to find out how employees across the US perceive their employer's response to COVID-19. We found ...

Reading time: 4 min
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Independent Research, Employee Experience, COVID-19
PeopleMetrics | Apr 8, 2020

WEBINAR RECORDING | New Study Reveals Top 3 Priorities for Employers During COVID-19

WEBINAR RECORDING Did you know... Unhappy employees can have significant negative impacts on experience (CX or PX), and our newest study found that 55% of ...

Reading time: 1 min
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Webinar, Employee Experience, COVID-19
PeopleMetrics | Apr 8, 2020

55% of American Workers are Unhappy with Their Employer's Response to COVID-19

Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. ...

Reading time: 3 min
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Independent Research, Employee Experience, COVID-19
Sean McDade, PhD | Mar 16, 2020

The 3 Most Valuable Types of VoC Alerts

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow ...

Reading time: 7 min
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ROI, Customer Experience Management, Alert Management
Sean McDade, PhD | Mar 4, 2020

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the ...

Reading time: 5 min
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ROI, Customer Experience Management, Alert Management
Reshma Bennur | Jan 15, 2020

Get Your Bank Ready to Measure CX in 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking ...

Reading time: 4 min
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Banking Customer Experience, Customer Experience Survey, Program Design