PeopleMetrics

FEBRUARY 21, 2018

Design your customer experience in a way that you can deliver consistently through whatever channel(s) you happen to be in. If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on.

Marketing 67

Marketing CEM Advertising Video 67

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Contact PeopleMetrics: About the Author. But be strategic about how you do it.

CEM 61

CEM How To Hotels NPS 61