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. Customer feedback should NOT be anonymous.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

JULY 17, 2018

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. When advertising doesn't align with experience. Your advertising and marketing should be consistent with that.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. When staff members are rude to customers. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. When food is served cold.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Contact PeopleMetrics: About the Author. Connect The Dots. Sean holds a Ph.D.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

JULY 24, 2019

Bonus programs do not need to include every employee either — in fact, bonuses are typically reserved only for the people who are accountable for the customer experience. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Sean holds a Ph.D.

CEM 61

CEM How To Hotels NPS 61