The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit chain—clarified the links between employee satisfaction, customer loyalty, and profits more than 20 years ago. Source:...
Presentation Focuses on Customer Experience Trends and Client Success eTouchPoint president, Chip James, is a featured speaker at the Energy Solutions Center Conference in September 2016. An industry association focused on energy utilities and equipment manufacturers,...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
A poor experience with a brand is often a deal-breaker for customers. In fact, almost 90% of customers ceased doing business with a company after receiving poor service in a single year. On the upside, Accenture researched affirmed that nearly 70% of customers would...
Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great experiences consistently. But what does it take to become a company that is synonymous with exceptional CX? There are many...
Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible organizational component, with a strong influence over customer perceptions....
Email holds status as the most popular approach for gathering customer experience (CX) feedback approach. The reasons: easy implementation, low cost, and widespread adoption by consumers. While email feedback gathering is easy to implement and maintain, there are...
Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price. Today’s customers are likely to receive a survey request every time they come in contact with a brand—and that can happen from a few to dozens of times each day....
