Kerry Bodine

OCTOBER 12, 2016

But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. Service design agencies are here to stay.

Consulting 120

Consulting Financial Industry Touchpoint 120

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Keeping Maslow’s hierarchy in mind, here are five recommendations to reopen your VoC program.

CEM 120

CEM NPS Hotels Survey 120

PeopleMetrics

FEBRUARY 20, 2019

Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Better Relationships. Thinking about switching to VoC? Contact PeopleMetrics: About the Author.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

CEM 70

CEM Marketing Voice of Customer Video 70

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? Let's start building.

CEM 83

CEM Touchpoint NPS Survey 83

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.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

CSM Magazine

AUGUST 3, 2021

It will allow McDonald’s to provide a unique customer experience at every touchpoint, digital and physical. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

PeopleMetrics

OCTOBER 29, 2019

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The effort is worth it! Boost your survey health!

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Here’s how this typically works.

Feedback 72

Feedback CEM Hotels Software 72

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.

Communication 54

Communication CEM Touchpoint NPS 54

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew.

Customer Service 66

Customer Service Net Promoter Score Loyalty Programs Gamification 66

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! He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Click here to download the book.

Measurement 209

Measurement CEM Telecommunications Wireless 209

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This expense will pay for itself ten times over. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

Tools 59

Tools Survey CEM ROI 59

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. We're measuring after a touchpoint, hopefully a "moment of truth." Sean McDade: Alright, I'll kick it off.

Feedback 62

Feedback ROI Customer Experience Industry 62

SurveySparrow

DECEMBER 4, 2020

Medallia vs SurveyMonkey: Medallia: Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.” With the help of SurveyMonkey, you can send NPS questions at regular touchpoints. . It is pivotal that you work on the inputs given by your customers.

Comparison 52

Comparison Net Promoter Score Survey Tools 52

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. What’s more, fewer young people are inclined to earn a driver’s license compared to previous generations.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40