2001 CEM Interaction Touchpoint 
PeopleMetrics
MARCH 26, 2018
Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Touchpoints vary. via Giphy.
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. Field Services: customers interact with a company in their home. Mapping your touchpoints.
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PeopleMetrics
AUGUST 31, 2018
Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. CX is holistic and covers a wide number of touchpoints. A complete VoC program includes all touchpoints, including those that are product or digitally oriented. Understand the difference with touchpoint mapping.
PeopleMetrics
JULY 20, 2020
Start your customer experience feedback program with your most important touchpoint. You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer.
PeopleMetrics
JUNE 17, 2020
This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Do they expect new ways to interact with you? This first touchpoint is usually easy to determine—it’s where you are likely to lose customers and experience churn if you don’t get it right.
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.
PeopleMetrics
JUNE 29, 2020
Basically, any company that is re-introducing human interactions with customers. 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. Yes and no).
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