PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints. Ready to collect feedback at every touchpoint?

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Click here to download the book.

CEM 117

CEM Customer Service Touchpoint CX 117

PeopleMetrics

MARCH 1, 2018

You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them.

CX 97

CX CEM Finance Touchpoint 97

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Gearing up to reopen?

VOC 120

VOC CEM NPS Business Administration 120

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. SALES FORCE: Key touchpoint. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. SOCIAL: N/A.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Has this changed based on recent events? Identify a Sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

FEBRUARY 20, 2019

Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Better Relationships. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JULY 17, 2018

So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment! Let’s start with what it is not. So What is VoC? Then what is it? Sean holds a Ph.D.

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Was the bed made?

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Customer Touchpoints. Sean holds a Ph.D.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. If your VoC program is more mature or you have experienced CX and VoC resources at your disposal, then an order taker that executes flawlessly makes sense. The CX story you tell executives must reinforce the program’s ROI. And be specific.

VOC 59

VOC CEM Business Administration Machine Learning 59

PeopleMetrics

OCTOBER 29, 2019

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Most customers will not even read this, let alone answer it.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Looking for creative ways to talk about CX? in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 54

VOC CEM Business Administration Machine Learning 54