PeopleMetrics

MARCH 26, 2018

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. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

ShepHyken

FEBRUARY 18, 2024

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. I also like the tips and tactics the author shares to master both. Seriously, there are good tips. There’s an interesting tip about the impact of games.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

PeopleMetrics

OCTOBER 29, 2019

Here are a few tips for increasing response rates: Transactional VoC surveys should also be compatible with mobile devices, allowing respondents to answer the survey anywhere. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. The effort is worth it!

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

JANUARY 28, 2021

To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.

Feedback 62

Feedback Customer Experience ROI Industry 62