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. Online chat is another part of modern contact centers.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

JULY 20, 2020

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. Contact PeopleMetrics: About the Author. After all, there is no cash without customers and employees!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

JULY 17, 2018

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. Without a doubt, the job of market researchers is important; it’s just very different than VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Contact PeopleMetrics: About the Author. Connect The Dots.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. Here’s how this typically works. For example, how fast was the check-in? How long was the line?

Feedback 72

Feedback CEM Hotels Software 72