PeopleMetrics
AUGUST 31, 2018
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). Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company.
PeopleMetrics
JULY 20, 2020
After all, there is no cash without customers and employees! 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. Sean holds a Ph.D.
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PeopleMetrics
JUNE 4, 2019
The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. SALES FORCE: Key touchpoint.
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? Sean holds a Ph.D.
PeopleMetrics
JULY 17, 2018
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! Market research surveys seek anonymously provided, solicited feedback, typically from a small sample of statistically relevant customers, on key strategic questions.
PeopleMetrics
JULY 10, 2018
Becoming Customer-Centric. In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Customer Touchpoints.
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.). in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.
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