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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

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?

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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). They also can include questions about customers’ experience with competing brands and identify gaps compared to these competitors. Click here to download the book.

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#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

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Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

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. These inspectors travel from company headquarters to each location to check on compliance with safety and brand standards. Here’s how this typically works.