PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

JULY 20, 2020

Customer experience should be measured the same way - continuously. After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. The ultimate result is a culture that is laser-focused on the customer.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. CLV prioritizes which customers to follow up with.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 17, 2020

The latter situation is applicable to almost all companies, as COVID-19 has no doubt changed something about the customer experience. In many cases, the customer experience has completely shifted to digital modes. Is this now a digital touchpoint? Are you measuring these digital experiences and improving them?

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JUNE 29, 2020

Basically, any company that is re-introducing human interactions with customers. Should we include new questions that are relevant to the “new normal” customer experience? These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.).

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66