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

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. In those, customers give feedback, and Sprint responds to the feedback. Usually this involved customer surveys at major touchpoints, like post-purchase, first bill, etc.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

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

We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. Prior to HGS’s solution, the response rate was 6%, and this feedback now stands at up to 19%. Scott has been a member of the HGS team since 2006 and worked in the Contact Center Industry since 2000.

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

SurveySparrow

NOVEMBER 1, 2020

You will receive a treasure trove of information that can completely alter your business if you work on the feedback. We are living in a time where collecting customer feedback is extremely easy. Using SurveyGizmo , businesses can make informed decisions thanks to the customer feedback that it helps you get with relative ease.

Comparison 59

Comparison Survey Net Promoter Score Analysis 59