PeopleMetrics

JULY 17, 2018

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).

Measurement 210

Measurement CEM Telecommunications Wireless 210

PeopleMetrics

SEPTEMBER 12, 2019

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.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

FEBRUARY 21, 2018

A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Design your customer experience in a way that you can deliver consistently through whatever channel(s) you happen to be in.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

JULY 24, 2019

B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. For example, a single hotel can easily serve at least 100 guests a night—that’s 700 a week and more than 2,800 a month. As CEO, he guides the company’s vision and strategy.

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

JULY 23, 2018

Customers are increasingly volunteering feedback directly to the company or indirectly through social review sites. All of these means are unsolicited, in that the company did not reach out directly asking for feedback from the customer. Another type of verified feedback often used by a hotel might come from people within a company.

Feedback 72

Feedback CEM Hotels Software 72