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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). As CEO, he guides the company’s vision and strategy.

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5 Strategies for CX Excellence

PeopleMetrics

You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. After all, there is no cash without customers and employees!

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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

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CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right

Responsetek

They ask questions about the user friendliness of their online customer portal or the quality of support delivered by the field or contact center. Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. Dashboards also conclusively highlight key pain points.

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Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

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CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

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CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

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