PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

FEBRUARY 12, 2018

High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”.

CX 63

CX Hospitality Hospitality CEM 63

Intercom

OCTOBER 10, 2024

Lightspeed is a one-stop commerce platform that empowers merchants around the world to simplify, scale, and provide exceptional customer experiences. I’m the Senior Director of Global Support for our hospitality business and have been in the customer service space for about 18 years.

AI 96

AI Innovation Customer Service Start-ups 96

PeopleMetrics

JANUARY 28, 2021

I think at the time when I started, my only understanding of customer feedback was as a customer of. of individual feedback - individual customer feedback - being revealed, not anonymous, and followed up on is a huge change. I need to measure the customer experience." I would call it.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62