PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints. Ready to collect feedback at every touchpoint?

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. After all, there is no cash without customers and employees! Ready to kickstart an excellent CX program?

CEM 163

CEM 2001 Customer Centricity Touchpoint 163

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

MARCH 1, 2018

You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. SALES FORCE: Key touchpoint. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

B2C 122

B2C B2B CEM 2001 122

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? Let's start building.

CEM 83

CEM 2001 Touchpoint NPS 83

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 120

CEM NPS 2001 Hotels 120

PeopleMetrics

FEBRUARY 20, 2019

Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Better Relationships. Thinking about switching to VoC? Contact PeopleMetrics: About the Author.

CEM 94

CEM 2001 Call Center Feedback 94

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

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The effort is worth it! Boost your survey health!

CEM 61

CEM 2001 B2C Measurement 61

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. We're measuring after a touchpoint, hopefully a "moment of truth." Sean McDade: Alright, I'll kick it off.

2001 62

2001 2012 Definition Feedback 62

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

OCTOBER 3, 2019

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. This expense will pay for itself ten times over. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

CEM 59

CEM 2001 ROI Touchpoint 59

PeopleMetrics

JULY 17, 2018

These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment! He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Click here to download the book.

Measurement 209

Measurement CEM Telecommunications 2001 209

Kerry Bodine

OCTOBER 12, 2016

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. 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. We howled didn’t have “a seat at the table.”

2001 48

2001 Consulting Financial Touchpoint 48

Kerry Bodine

OCTOBER 12, 2016

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. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. Service design agencies are here to stay.

2001 48

2001 Consulting Financial Touchpoint 48