Better experiences – every customer and employee wants them, businesses want to provide them, and solutions providers promise them. But how does one actually track something as elusive as an “experience”? The following is an introduction to how we help companies measure their delivered experiences.
Archive for the ‘methodology’ Category
The People Metric: Measuring Experiences
Tuesday, January 31st, 2012Voice of the Customer Software: 8 Things to Look For
Tuesday, August 30th, 2011
The right Voice of the Customer software can help you better understand your customers. However, because Voice of the Customer (VoC) is a fairly new term, not all software developers know how to create effective solutions. For this reason, we recommend Voice of the Customer software applications that have been designed by customer experience professionals. Below, you’ll find eight characteristics of superb Voice of the Customer software. Use this list to help you decide on a customer engagement software provider.
Voice of the Customer (VOC) Results: What to expect from your VOC program
Monday, August 15th, 2011A Voice of the Customer (VoC) program can be a powerful tool for your businesses—assuming you choose one that provides you with the information we list in this article. By way of providing a basic definition, a Voice of the Customer program gathers customer feedback and provides a system for feedback management across an organization. Different Voice of the Customer programs may measure customer satisfaction, retention, or recommendation rates, but we suggest that companies should measure and track customer engagement. PeopleMetrics’ research shows that customer engagement is the metric most closely tied to overall business success.
How to Measure Customer Satisfaction: Our Best Practices for Determining Customer Love
Monday, February 14th, 2011
The question of how to measure customer satisfaction is surprisingly complex. It’s easy to become lost in the dizzying array of approaches–should you measure customer loyalty, customer retention, or emotional attachment? Once you’ve settled on a metric, how will you quantify it based on customer feedback? Here at PeopleMetrics, we’re fanatical about such questions. We help the world’s leading brands improve their customers’ experience by measuring and fostering Customer Engagement. In previous blog posts, we’ve explained why Customer Engagement is the best metric to follow in today’s experience economy. This post explains just how we measure Customer Engagement, and how that approach compares to other popular research techniques.
Consistency: Key to Building Customer Engagement
Wednesday, December 8th, 2010
Oscar Wilde may have disdained consistency as “the last refuge of the unimaginative,” but he wasn’t a businessman. In the business world, consistency is a distinguishing characteristic of thriving companies. Indeed, PeopleMetrics’ 2010 Most Engaged Customers (MEC) study found consistency to be the third step in achieving full Customer Engagement, which in turn correlates to desirable business outcomes such as higher stock prices.