
PeopleMetrics Blog
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PeopleMetrics helps you measure and improve the experience of your high-impact customers. We offer SaaS enterprise software, full implementation services, analysis/reporting, customer advisory boards, strategic market research, and workshops.
PeopleMetrics Blog
15h ago
No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program ..read more
PeopleMetrics Blog
3d ago
Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs ..read more
PeopleMetrics Blog
6d ago
If you want leadership to invest in VoC, there’s only one surefire way to get their attention: show them the money ..read more
PeopleMetrics Blog
1w ago
If there’s one truth about VoC that hasn’t changed, it’s this: without leadership buy-in, your program is dead on arrival ..read more
PeopleMetrics Blog
1w ago
When I first wrote Listen or Die, I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization ..read more
PeopleMetrics Blog
1w ago
When I first wrote Listen or Die, one thing was clear: B2B and B2C VoC programs are not the same ..read more
PeopleMetrics Blog
2w ago
When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback.   ..read more
PeopleMetrics Blog
2w ago
In Listen or Die, I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research ..read more
PeopleMetrics Blog
2w ago
In Listen or Die, I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same ..read more
PeopleMetrics Blog
3w ago
When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but it’s not enough—especially in a transactional VoC survey ..read more