PeopleMetrics CX Blog

Written by CEM experts who live & breathe customer experience every day.

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Sean McDade | Apr 9, 2018

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my ...

Reading time: 7 min
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CX Secrets, Voice of Customer, Market Research
Matt Salvetti | Apr 5, 2018

Stop Losing Clients After Tax Season

Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire ...

Reading time: 5 min
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Tax, Audit & Advisory, Client Feedback
Sean McDade | Mar 26, 2018

#CXSecrets: Collecting Feedback IS a Touchpoint

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, ...

Reading time: 6 min
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CX Secrets, Customer Journey, Touchpoint Mapping
Sean McDade | Mar 21, 2018

#CXSecrets: Don't Limit Feedback Opportunities

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll ...

Reading time: 7 min
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Customer Feedback, CX Secrets
Sean McDade | Mar 12, 2018

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Print this article Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or ...

Reading time: 5 min
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Customer Experience Measurement, CX Secrets
Sean McDade | Mar 7, 2018

#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be ...

Reading time: 6 min
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Customer Experience, CX Secrets, Leadership
Matt Salvetti | Mar 5, 2018

Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process

Print this article Imagine this: you’re on a road trip and everything is going great – the windows are down, you’ve got great music playing, and only a few ...

Reading time: 9 min
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Private Equity, Customer & Employee Feedback
Sean McDade | Mar 2, 2018

#CXSecrets: Not measuring CX is like not counting your money

Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now? Finance departments take ...

Reading time: 7 min
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Customer Experience, CX Secrets, Finance
David Rode | Feb 26, 2018

SaaS Companies: Implement a Product NPS Program in 5 Simple Steps

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least ...

Reading time: 10 min
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Customer Feedback, SaaS, Net Promoter Score