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 Feedback CEM Customer Experience 91

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. In addition, there are several descriptions of programs from rockstar brands you will recognize. These are companies who also have significant brand loyalty.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

CSM Magazine

AUGUST 3, 2021

It will allow McDonald’s to provide a unique customer experience at every touchpoint, digital and physical. As customer needs continue to evolve, we will create a frictionless Brand experience across all our service channels using the insights generated from our increasingly important digital platforms.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

PeopleMetrics

JULY 17, 2018

They also can include questions about customers’ experience with competing brands and identify gaps compared to these competitors. 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! Click here to download the book.

Measurement 210

Measurement CEM Telecommunications Wireless 210

Kerry Bodine

OCTOBER 12, 2016

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. We howled didn’t have “a seat at the table.”

Consulting 120

Consulting Financial Conference Industry 120

Kerry Bodine

OCTOBER 12, 2016

But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. Service design agencies are here to stay.

Consulting 120

Consulting Financial Industry Touchpoint 120

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. It’s also too early to tell whether any of these new partnerships will change brand perceptions of the auto companies and yield meaningful results.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40