CX Secrets: Not measuring CX is like not counting your money
PeopleMetrics
MARCH 1, 2018
You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them.
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