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 ...
Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is ...
Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. ...
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 ...
Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We ...
Can customer feedback improve performance? Absolutely! But that all depends on how effectively you're closing the loop with your customers. Closing the ...
To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two ...
Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting ...
Planning for Customer Experience (CX) in 2021 What can you do NOW to get your CX program ready for 2021 What are the key touchpoints you must measure in 2021? ...
