ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. 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. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

2024 62

2024 Article Customer Service Net Promoter Score 62

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70

NPS Net Promoter Score CEM 2001 70

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. Add an “NPS Safety” question in the very beginning of the survey.

CEM 121

CEM NPS 2001 Hotels 121

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. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Do they expect new ways to interact with you? Is this now a digital touchpoint?

CEM 83

CEM 2001 Touchpoint NPS 83

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. The forgotten touchpoint. via Giphy.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. When staff members are rude to customers. When food is served cold.

CEM 78

CEM 2001 ROI Contact Center 78

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. Did their NPS score rise? He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Management 78

Management CEM Hotels 2001 78