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. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Field Services: customers interact with a company in their home.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

JULY 20, 2020

After all, there is no cash without customers and employees! 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.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. Customer service is employees at a company helping solve a customer’s need in some way, usually (but not always) around a problem or a question. Click here to download the book.

CEM 117

CEM Touchpoint Customer Service Exercises 117

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. CLV prioritizes which customers to follow up with.

B2C 122

B2C B2B CEM Airlines 122

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

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Customer Touchpoints.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66