3 Trends in CX, High-Impact Customers and PeopleMetrics Update
High-impact customers require a different experience than the masses. Yet, the CX industry largely has treated them the same as...
Customer Satisfaction Software: Crash Course & Top Features
Customer satisfaction software helps businesses generate feedback and solve problems in real time. Learn how the right tools and...
Lots of Exciting News!
I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR). This is our first...
The One Relationship That Determines The Success of Your VoC Program
No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program -...
B2B VoC and B2C VoC Are Completely Different
Listen or Die author Sean McDade, PhD explains the differences between B2B and B2C Voice of the Customer (VoC) programs.
How to Write a Really Bad Survey
There are a lot of bad surveys out there. Here are 3 surefire ways to write a really bad one... so you know what to avoid when...
5 Strategies for CX Excellence
These 5 CX strategies provide the biggest impact or provide the most insight on driving CX excellence.
A Bonus Recommendation for Reopening Your VoC Program
Why include video in your surveys? Capturing how your customers feel after their experience will yield insights that you could...
5 Recommendations for Reopening your VoC Program
Pre-COVID-19, many VoC programs were mature and focused on higher order needs. Now your customers need to feel safe. Period. Full...