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. Online chat is another part of modern contact centers.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

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. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

visit to store, call to contact center, visit to website). 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! in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 210

VOC CEM CX Customer Feedback 210

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? Connect The Dots.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. Here’s how this typically works. For example, how fast was the check-in? How long was the line?

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72