PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. You don't know which touchpoints need improvement. That would be crazy. Churning them.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Has this changed based on recent events?

CEM 83

CEM 2001 Touchpoint NPS 83

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo. It just doesn’t get better than this.”.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

CSM Magazine

AUGUST 3, 2021

It will allow McDonald’s to provide a unique customer experience at every touchpoint, digital and physical. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 2015 52

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Keeping Maslow’s hierarchy in mind, here are five recommendations to reopen your VoC program.

CEM 121

CEM NPS 2001 Hotels 121

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew.

2024 70

2024 Article Customer Service Net Promoter Score 70

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JULY 10, 2018

Customer Touchpoints. I refer to these interactions as touchpoints throughout the book. VoC tells you which touchpoints are going well (a hotel’s spa, for example) and which are not (perhaps the hotel’s in-house restaurant or front desk service). Much more to come on touchpoints later. The Benefits of Customer Listening.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. So what is a healthy survey? It all begins with response rates.

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Here’s how this typically works.

Feedback 72

Feedback CEM 2001 Hotels 72

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). Market Research vs. VoC. Click here to download the book.

Measurement 210

Measurement CEM Telecommunications 2001 210

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. We're measuring after a touchpoint, hopefully a "moment of truth."

2001 62

2001 2012 Feedback Definition 62

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. In this scenario, you figure out the touchpoints and the questions to ask customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 60

CEM 2001 ROI Touchpoint 60

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S. auto sales are expected to be about 16.9

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

Kerry Bodine

OCTOBER 12, 2016

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. We howled didn’t have “a seat at the table.”

2001 48

2001 Consulting Financial Touchpoint 48

Kerry Bodine

OCTOBER 12, 2016

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

2001 48

2001 Consulting Financial Touchpoint 48