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

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

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

JULY 10, 2018

This is a marked departure from when all customer feedback lived in the market research department and was often confined to a handful of people within the organization. Your company begins to become customer-centric! Customer Touchpoints. I refer to these interactions as touchpoints throughout the book.

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 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

Measurement 97

Measurement CEM Touchpoint Video 97

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

AUGUST 7, 2018

It’s important to keep in mind that NPS is a straightforward question that measures your overall relationship with your customer based on the bundle of experiences they have had with you over time. Used as the only metric in transactional VoC surveys, valuable customer experience feedback may fall through the cracks.

NPS 70

NPS Net Promoter Score CEM Metrics 70

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.

CEM 78

CEM Infographics Employee Engagement Culture 78

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.

Management 78

Management CEM Hotels Customer Centricity 78