PeopleMetrics

MARCH 26, 2018

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. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

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 62

2024 Article Customer Service Net Promoter Score 62

PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. 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.

CEM 83

CEM 2001 Touchpoint NPS 83

PeopleMetrics

JUNE 29, 2020

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. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Yes, before NPS. Now, your customers need to feel safe.

CEM 121

CEM NPS 2001 Hotels 121

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. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them.

Communication 54

Communication CEM 2001 Touchpoint 54

SurveySparrow

DECEMBER 4, 2020

Medallia vs SurveyMonkey: Medallia: Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.” With the help of SurveyMonkey, you can send NPS questions at regular touchpoints. .

Net Promoter Score 52

Net Promoter Score 2001 Feedback NPS 52