PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

AUGUST 31, 2018

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service.

CEM 117

CEM Touchpoint Customer Service Exercises 117

Method:CRM

AUGUST 15, 2022

Read on to learn the difference between customer relationship management vs. customer experience management! Customer experience management vs. customer relationship management: Key differences. Customer relationship management (CRM) focuses on gathering customer data and increasing sales. Improve personalization.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

CloudCherry

DECEMBER 1, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. Most teams usually start by sending out a few ad-hoc surveys to start collecting feedback from members.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. Most teams usually start by sending out a few ad-hoc surveys to start collecting feedback from members.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. The 40 Lessons That Turn Customer Feedback into Gold. Of course you do!

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70