Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach— stated that companies should learn all they could from customer defections. However, he noted, companies...
Wherever you are in your customer experience (CX) journey, you can adopt proven best practices to advance your CX initiatives. In this webinar, you will learn the four building blocks of successful CX–and how to incorporate them into your CX program. Our...
[Video] How an Energy Leader Built a Superior Customer Experience eTouchPoint One forward-thinking energy leader realized it needed to revamp its customer experience (CX) program They took strategic steps to accelerate their customer messaging and feedback gathering...
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX)...
Creating a single standout customer experience (CX) may get a customer’s attention—but does it win their loyalty? Not always. Companies that have made progress along the CX path recognize that delivering consistent experiences across multiple interactions helps...
Keeping a Human Focus in Customer Experience eTouchPoint Today’s customers expect a digital customer experience, but putting to0 much emphasis on digital CX can leave your customers feeling unrecognized. Read our thought leadership article to learn three tips to...
Operational excellence has long been the #1 priority for power and utility companies–but today’s customers expect a different relationship with their service providers. A leading energy company recognized a need to deliver a superior customer experience....
WE Magazine, a publication of Western Energy Institute, recently featured a case study of a successful eTouchPoint engagement with a leading natural gas utility. The byline article by eTouchPoint president, Chip James, highlighted how the forward-thinking energy...
