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.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Do they expect new ways to interact with you?

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 12, 2018

If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Treating customers like house guests can dramatically improve customer experience. Photo by +Simple on Unsplash. Think through your touch points.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

PeopleMetrics

JULY 10, 2018

Which company is going to publicly announce that they do not care about customers and what they have to say? But the reality is that becoming truly customer-centric is about more than developing vague marketing statements. The more important question is this: “As an organization, what can we do today to put the customer first?”.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

PeopleMetrics

DECEMBER 12, 2019

Establish relationships between staff and upper management. Employees like to feel that they know upper management, even if they don’t work with them on a daily basis. Perhaps you’ll encourage interaction across your organization’s hierarchy by sending new employees out to lunch on their first day with your president.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

MARCH 16, 2020

Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Recognize Alerts.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

MARCH 1, 2018

Their Customer Lifetime Value going to zero. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them. Final thought.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

JUNE 8, 2020

The people who are facing customers are on the "front stage," and they are supported by those "backstage.". In a law firm, for instance, the partners are front stage, interacting with clients, while the assistants and paralegals are backstage, making those partners successful in the eyes of the client. Sean holds a Ph.D.

CEM 78

CEM Infographics Employee Engagement Culture 78

PeopleMetrics

AUGUST 7, 2018

Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks. NPS also presents limitations during telephone surveys—especially when the telephone survey uses an interactive voice response , or IVR. Perhaps the biggest flaw in NPS is that it’s a lagging metric.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

MAY 4, 2020

If it was resolved, you can figure out the impact of that extra interaction with the customer and whether it improved the relationship. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The best practice is to follow up after the alert is closed to find out. Sean holds a Ph.D.

Management 78

Management CEM Hotels Customer Centricity 78