PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. Sean holds a Ph.D.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 10, 2018

Customer Touchpoints. I refer to these interactions as touchpoints throughout the book. VoC tells you which touchpoints are going well (a hotel’s spa, for example) and which are not (perhaps the hotel’s in-house restaurant or front desk service). Much more to come on touchpoints later. The Benefits of Customer Listening.

CEM 66

CEM VOC Touchpoint Social Media 66

Zendesk

MARCH 2, 2023

Retail trend FAQ Top 5 trends in the retail industry “The new normal is, in fact, the old normal in retail,” says Dr. James Cash, emeritus professor of business administration at Harvard Business School. Key takeaway: Phygital is all about the data—it’s important to connect touchpoints across the customer journey.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64