CEM Customer Feedback NPS Touchpoint 
Lumoa
FEBRUARY 9, 2023
Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.
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.
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Experience Investigators
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.
Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
SurveySensum
JULY 25, 2019
Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Closing the loop with customer feedback doesn’t need to be difficult at all. . Churn out customer interaction .
PeopleMetrics
JUNE 29, 2020
These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.). Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. After the NPS Safety question, add an open-end to learn more. What did they do?
Lumoa
MARCH 20, 2018
Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.
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