eTouchPoint Collects CX Feedback from More Than One Million Natural Gas Customers In early 2016, a premier natural gas utility selected eTouchPoint as its customer experience (CX) solution provider. The utility’s new CX program measures customer satisfaction and...
Being part of a great team. Offering a high-quality product or service. Working for an inspirational visionary. These and other qualities can motivate employees to become deeply engaged in their jobs and offer standout service to customers. In the past, many companies...
Gathering more customer feedback is crucial to the success of every CX program. Why? When it comes to winning and retaining customers, most brands are beginning recognize that the quality of the experiences they deliver are as important as products or prices. In fact,...
In our last post, we outlined industry forces compelling companies to adopt a closed loop alerting process to manage dissatisfied customers. We also provided an overview of our four-phase CLA maturity model. This post provides more insight on each phase—so that...
This post is part one of a two-part series on closed loop alerting (CLA) maturity. Now that 2016 is underway, many companies have embarked on a new set of annual strategic goals. And for many, CX is a top-of-mind issue. In fact, Gartner has projected that almost 90%...
