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. via Giphy.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Field Services: customers interact with a company in their home. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Customer experience should be measured the same way - continuously.

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. CX is holistic and covers a wide number of touchpoints. A complete VoC program includes all touchpoints, including those that are product or digitally oriented. Understand the difference with touchpoint mapping.

CEM 117

CEM Touchpoint Customer Service Exercises 117

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 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. SALES FORCE: Key touchpoint. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

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. Do they expect new ways to interact with you? This first touchpoint is usually easy to determine—it’s where you are likely to lose customers and experience churn if you don’t get it right.

CEM 83

CEM Touchpoint NPS Survey 83