Consistent Feedback Around All Customer Touchpoints

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  1. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once youve mapped out your touchpoints, its often helpful to group them into channels. Thats the focus of this blog post. The most common channels There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Can include both mobile and regular versions of the website. Native Mobile App: refers to customers who download a companys iOS or Andriod app, and feedback is gathered about their experience with it. Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel. Field Services: customers interact with a company in their home.
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Mopinion: The Leading Customer Feedback Tool

Mopinion is a proud sponsor of Customer Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Feedback Tools in order to collect feedback from the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.