Are Your Customers Secretly Unhappy with Your Brand? eTouchPoint You may feel your company handles customer complaints effectively. But what about unspoken negative sentiment? Can you uncover and address “silent complainers” too? Learn how latent...
“More than one-third of businesses will restructure to shift to customer-obsessed operations.” ~Forrester 2017 As businesses evolve to focus on a customer-centric model, every company must adapt based on customer feedback. Some companies have made initial...
How to Improve Your Baseline Customer Experience Performance eTouchPoint Your baseline CX metrics provide a solid foundation for charting the evolution of your program over time. These metrics help you understand how each step you take affects the...
Imagine your CX program has been moving along at a satisfactory pace for months. Your CX metrics are reliable–some peaks, some valleys–but nothing too concerning. Then something shifts. It may be sudden or gradual–but you recognize that your CX...
Today, most companies seem to recognize that customer experience (CX) is an essential element of their business. They’ve taken first steps into building a CX foundation by inviting customers to participate in surveys and offer feedback. But companies could gain...
Presentation Advises Energy Companies on Successful Customer Experience Strategies eTouchPoint program manager, David Farschon, is a featured speaker at the Western Energy Institute (WEI) Operations Conference in April 2017. At the Operation Conference, more than 500...
eTouchPoint Releases Advanced Search Criteria for Finding Customer Comments eTouchPoint is launching a new feature that enables users to search for customer comments by survey question response and/or survey fact information. Users are now able to quickly and easily...
eTouchPoint Supports Electric and Natural Gas Utilities’ Advancement in Customer Experience eTouchPoint is joining Western Energy Institute (WEI), a premier industry association serving electric and natural gas utilities in the Western United States and Canada. WEI...
