Posts about customer-experience

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PeopleMetrics | Feb 18, 2021

How to Close the Loop on Customer Feedback

How To Close the Loop on Customer Feedback: Best Practices for 2021 Can customer feedback improve performance? Absolutely! But that all depends on how ...

Reading time: 43 min
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Customer Experience, Customer Experience Management, PeopleMetrics LIVE
PeopleMetrics | Jan 21, 2021

WATCH NOW: Customer Journey Mapping: Which Touchpoints Really Matter? | PeopleMetrics LIVE!

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting ...

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Customer Experience, Customer Journey, PeopleMetrics LIVE
PeopleMetrics | Dec 17, 2020

WATCH NOW: Planning for Customer Experience (CX) in 2021 | PeopleMetrics LIVE!

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? ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 19, 2020

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program?  What are ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 11, 2020

WATCH NOW: What's the Difference Between Customer Experience (CX) and Customer Service? | PeopleMetrics LIVE!

  What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 4, 2020

WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!

  Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can ...

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Customer Experience, Market Research, PeopleMetrics LIVE
PeopleMetrics | Oct 28, 2020

WATCH NOW: What Does It Really Mean To Be "Customer-Centric"? | PeopleMetrics LIVE!

    What Does It Really Mean To Be "Customer-Centric?" Most companies say they’re “customer-centric,” but what does that actually mean?  How can you take ...

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Customer Experience, Customer Centricity, PeopleMetrics LIVE
Sean McDade, PhD | Jul 29, 2020

How to Write a Really Bad Survey

I have been writing and taking surveys for 30+ years.   Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...

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Customer Experience, Voice of the Customer, Survey Design
Sean McDade, PhD | Jul 20, 2020

5 Strategies for CX Excellence

After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful ...

Reading time: 6 min
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Customer Experience, Voice of the Customer, Program Design