Lumoa

OCTOBER 31, 2018

Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Marketing, Customer service. Create an internal CX certification program to ensure the common understanding of what is and how to manage the customer experience.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

PeopleMetrics

JULY 20, 2020

After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. Sean holds a Ph.D.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

AUGUST 31, 2018

Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company.

CEM 117

CEM Customer Service Touchpoint CX 117

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. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. SALES FORCE: Key touchpoint.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.). in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 120

VOC CEM NPS Business Administration 120

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? Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 20, 2019

Perhaps the most important win is reduced hostility between customers and companies. Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 94

VOC CEM Business Administration Machine Learning 94