Research firm Forrester has found that nearly 3/4 of all companies consider improving the customer experience (CX) to be their #1 priority. Join us on November 14, 2017 at 11:00 AM ET/8:00 AM PTÂ for a CX webinar to learn how one company with big CX ambitions achieved...
Five Types of CX Insight You Should Have at Your Fingertips eTouchPoint You may have access to many CX metrics—but which ones are the most critical to track every day? To build an effective CX dashboard, you need a mix of metrics that reflect customer perspectives and...
Amazing Service Begins with Engaged Leaders eTouchPoint Great customer service isn’t hard to deliver–but excelling at it requires focus and attention. When any service experiences go awry, frontline leaders should look for lessons and opportunities to motivate...
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels to complete transactions and resolve service issues. According to one study, 70% of customers expect company websites...
Many organizations want loyal customers–and may have invested in rewards programs or other strategies. These approaches are solid first steps, but companies must do more. They should adopt closed-loop alerting (CLA) programs to reach out to and retain customers...
Take Action on CX Feedback with Real-Time Alerts eTouchPoint As businesses deepen customer focus, many have rolled out VoC programs to capture customer insight. While collecting feedback is a great start, the real value lies in taking action on it. Focusing on VoC can...
eTouchPoint recently earned recognition one of the  top 75 customer experience blogs on Feedspot. We are proud of our status as a top CX blog and committed to creating high-value content for the CX community. A web-based content curation service, Feedspot help readers...
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough? Many CX industry experts...
