Customer Experience (CX)

The ability to deliver frictionless experiences and recover from service issues with empathy are keys to a great customer experience for high-impact customers. Ensure the satisfaction and retention of your high-impact customers with PeopleMetrics software and consulting services.

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CX Programs

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Relationship Survey

Survey all your current customers to understand overall relationship, obtain NPS baseline and gauge your performance at key touch points

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Sent annually, bi-annually or quarterly to all current customers

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Survey fielded over 2-3 week period with invitations sent via email​ and/or SMS

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Measures NPS, customer sat, and key drivers of customer sentiment across the journey​

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Real-time online reporting platform

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Data analysis and executive summary report​

Transactional Survey

Survey customers immediately after a key touch point, perform service recovery and reduce churn

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Ongoing, short survey sent to customers following key interactions: (e.g., service call, key account review, web site visit)​

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Ongoing invitations sent via email and/or SMS soon after interaction is completed​

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Measure satisfaction with the recent interaction, problem occurrence, employee recognition, areas for improvement​

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Real-time online reporting platform to view your survey results and initiate service recovery process​

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Data analysis and executive summary report bi-annually or annually

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What's the difference between Relationship and Transactional surveys?

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Customer Advisory Boards & Research

Partner with your high impact customers for thought leadership support, fresh insights, and answers to your strategic questions around CX

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Form an advisory board with 50-300 of your most important, high-impact customers

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Get regular feedback (both qualitative and quantitative) around issues that impact their customer experience

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Get immediate and in-depth feedback on new products, service changes, messaging around the brand promise and more

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A proprietary hybrid approach using both qualitative and quantitative methods​

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Rigorous analysis to determine key drivers, themes, insights

We Provide Both CX Software & Consulting

 

CX Software

The features and benefits of our Customer Experience software.

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Real-time Dashboards

Get a real-time view of your customers’ experience, enable different roles within your organization to see “their data,” easily create new dashboards on the fly and put multiple dashboards together as a report to share with your team

 

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Case Management For Service Recovery

Trigger alerts after poor experiences, follow up with customers to prevent churn, identify root cause of problems

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Salesforce Integration

Seamlessly integrate with salesforce using PeopleMetrics out of the box packet

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Text Analytics

Easily understand the qualitative sentiment of your customers and identify emerging trends in real-time

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Unlimited Users

We want as many people as possible within your organization to have access to customer experience sentiment, no more sharing passwords

CX Consulting

The features and benefits of our Customer Experience consulting.

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Dedicated CX Program Manager

Every PeopleMetrics client has their own dedicated program manager, aka Customer Experience Manager, to guide you through implementation, have regular meetings after implementation, troubleshoot issues, analyze your data, create executive summaries and more. 

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Journey Mapping

Need help mapping the key touchpoints in your customers’ journey?  We can help you identify the “moments of truth” that make or break your customers’ experience.

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Program Design & Implementation

We provide full implementation services including qualitative interviews, survey design, dashboard creation per role, data integration, survey programming, customer communications and more. 

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Analysis & Reporting

Your Customer Experience Manager will provide offline analysis and reporting of your data so you can turn feedback into action and get the most out of your program

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Workshops

Want to really dig into your customer data and create an action plan to create change?  Try our workshops that help your entire team get on the same page with regard to the current customer experience and brainstorm together the best actions to take. 

Case Study

First American Bank

First American Bank needed to understand what underlying experiences drive their customer's satisfaction. PeopleMetrics designed a Customer Feedback campaign to help them understand which areas of their business needed improvement according to their customers.

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The latest from our Customer Experience Blog

What’s a Customer Journey Map? Template & Crash Course

What’s a Customer Journey Map? Template & Crash Course

This introductory guide to customer journey mapping will give you everything you need to know to start driving serious CX improvements and ...

Customer Advisory Boards (CABs): Frequently Asked Questions

Customer Advisory Boards (CABs): Frequently Asked Questions

Customer advisory boards (CABs) will help you gather invaluable feedback, increase customer loyalty, and give your business a cutting edge ...

What is Customer Experience? Complete Introduction to CX

What is Customer Experience? Complete Introduction to CX

Customer experience (CX) has quickly become a key differentiator of leading businesses. Learn all the essentials with our complete introduc...

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