GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. Customer touchpoints vs. journeys.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Chattermill

SEPTEMBER 11, 2019

So tailoring your touchpoints becomes invaluable. Ensure you collect data points across all customer touchpoints, across the entire customer journey such as complaints, support requests, transactions, social media and customer feedback. The average business has the average company has over 20 customer touchpoints.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Team HGS

SEPTEMBER 30, 2019

By Scott Yates, General Manager, HGS. We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. HGS caters to this client culture, from seasonality (we manage staffing fluctuations from 280 to 420 agents during the holidays), to floor setup.

Brands 40

Brands Social Media Contact Center Healthcare 40

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

Call Center 34

Call Center Social Media Brands Survey 34

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

Call Center 20

Call Center Social Media Brands Survey 20

Comm100

NOVEMBER 13, 2022

Denny Michaud, Customer Relations Manager, Canadian Blood Services . In this way, chatbots also help organizations manage high volumes of support. A chatbot provides unlimited additional capacity, helping teams manage in peak periods. A chatbot provides unlimited additional capacity, helping teams manage in peak periods.

Tools 182

Tools Customer Service Tips Omni-Channel 182

Qualtrics

OCTOBER 2, 2019

But patient satisfaction surveys only go so far — to really move the needle on the patient experience , it’s time the industry embraced experience management. The high quality, safe, compassionate care we deliver at the lowest cost and/or value is often difficult and something we need to understand and manage closely.

Healthcare 34

Healthcare Survey Industry Hospitality 34