ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” After the NPS Safety question, add an open-end to learn more.

CEM 121

CEM NPS Hotels Survey 121

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. via Giphy.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

Management 41

Management Automotive Leadership Effort Score 41

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. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Do they expect new ways to interact with you?

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70

NPS Net Promoter Score CEM Metrics 70

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. These alerts are turned into leads to be managed by the sales team.

CEM 78

CEM ROI Contact Center Survey 78