Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn customers into loyal brand advocates. However, when interactions go astray—customers may...
Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do? How well are companies doing in aligning their CX apsiration and reality? Research from Bain and Company shows a large gap between organizations’ perceptions of their...
eTouchPoint Releases New Impersonation Feature eTouchPoint is launching a new feature that allows clients to configure the ability to impersonate other users by level. With this enhancement, users will now be able to: Access the results of their peers Access the...
Traditionally, most utilities have focused on collecting general customer satisfaction feedback—if they survey customers at all. In some markets, this bare-bones survey approach aimed to fulfill requirements for regulators. As customer experience (CX) has taken root...
eTouchPoint Releases Reminder Notification when Employees are Added with Open Alerts eTouchPoint is launching a new reminder feature that notifies supervisors when employees with open alerts are added to their teams. This notification is designed to make sure that...
“You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX). However, extracting meaning from customer feedback can seem daunting. With endless options to construct surveys—and assess the results—CX...
For many power and utility companies, achieving operational excellence has long taken precedence over the customer experience (CX). This has been a logical choice. The services power and utility companies provide are vital—so ensuring constant uptimes and managing a...
Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX program—collecting and analyzing customer feedback—and feel successful after getting these baseline practices in place....
