CEM NPS Strategy Touchpoint 
Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
Experience Investigators by 360Connext
APRIL 23, 2024
Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning. But, leaders, take a deep breath!
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PeopleMetrics
MARCH 26, 2018
Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.
Lumoa
JULY 21, 2022
Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed. This is a red flag because these customers have several touchpoints. Telecom Customer Journey and Experience Management Explained.
CloudCherry
MARCH 28, 2019
Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Most teams will never look at their journey map again – and very few companies will actually use it to inform their CX strategy.
CloudCherry
MARCH 19, 2019
This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. It’s a big challenge, but with the right strategy, and the right data collection abilities, it’s no longer insurmountable. NPS can’t be your North Star. Does it actually move the needle? Reduce Costs.
PeopleMetrics
JUNE 29, 2020
These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Yes, before overall satisfaction.
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