Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
3 Inspiring Stories of Visionary CX Leadership eTouchPoint Zappos, Chik-fil-A, Ritz Carlton. Those 3 brands are synonymous with delivering exceptional customer experience. What’s their secret? An intense commitment to customers that starts at the top. Get...
On the surface, customer experience (CX) seems like an intangible concept. Even industry experts agree that emotions are the heart of experiences. Still, experts concur that establishing a CX metrics program is vitally essential for lasting success. A solid CX...
When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find it challenging to contemplate that potential future. By selecting targeted, but small CX actions companies can achieve...
3 CX Practices That Yield the Best ROI eTouchPoint Today’s organizations must implement effective CX programs to meet growing customer expectations for an exceptional customer experience. Great CX programming not only satisfies customers, but also ensures a worthwhile...
ind Customer experience (CX) is evolving. And how companies gather customer feedback is evolving as well. In the past, many businesses relied solely on a periodic relationship survey to gauge customer happiness. These surveys could cover a wide range of topics, but...
eTouchPoint Tracks Metrics for All Notifications eTouchPoint now tracks the following metrics for all notifications: Emails Delivered Emails Opened Links Clicked Undelivered These metrics can be broken out by client, notification type, and/or program. For more...
eTouchPoint Releases Reminder Notification to Follow Up on Open Alerts eTouchPoint is launching a new reminder feature that allows clients to define a reminder / escalation process when alerts are still unresolved for a certain period. This new feature is comprised...
