Customer Experience (CX) is a complex practice, and to succeed at CX organizations need a shared vision that unites the efforts of their customer-facing teams. They also need a set of standard CX metrics to evaluate CX performance in a meaningful and systematic way...
Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX feedback gathering activities by: Using each of the three primary contact channels—IVR, web/email,...
In a recent survey, 97 percent of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 percent agreed that they wanted their company to be a CX leader, nearly 40% were just taking first steps in CX. Many companies have a lot of...
Many companies today are actively engaged gathering customer feedback. However, there is a discrepancy in the type of feedback and the utilization. IDC estimates that 20.8% of the insight collected is structured/quantitative feedback. The remaining 79.2% is...
What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and engaging their teams to use the valuable customer feedback available to them. Many companies struggle to keep employees...
Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic. However, by applying proven best practices, companies can implement a closed loop alerting (CLA) program that highlights customer issues and tracks them...
Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
Every week I have conversations with clients or prospects about closed loop alerting (CLA) and how the process is working for their organization. These conversations always inform and educate on the realities of closed loop alerting and the creative ways many...
![4 Pillars of a Successful Closed Loop Alerting Program [Video]](https://www.etouchpoint.com/wp-content/uploads/2016/08/4PillarsofCLA.jpg)
