2001 Customer Experience Management Feedback Interaction 
PeopleMetrics
MARCH 26, 2018
Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. The forgotten touchpoint.
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.
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PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.
PeopleMetrics
JUNE 4, 2019
B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short. Prioritizing Action.
PeopleMetrics
AUGUST 31, 2018
Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.
PeopleMetrics
JUNE 29, 2020
Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? It’s important that customers feel like they can provide feedback on their overall experience, even during these times.
PeopleMetrics
DECEMBER 27, 2019
As the lead of the customer experience team, you have to be multi-functional, with the right mindset and communication skills to connect with different personalities. This will help when interacting with your IT department, in that y ou’ll have to be incredibly specific about what you need. Legal & Procurement.
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