Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite the value of CX. This is good news for your CX initiative. In an in-depth study of more than 400 executives,...
It seems counterintuitive, but negative feedback from customers is a good thing for your business. A customer who cares enough about the relationship and products/or services to share difficult opinions deserves attention and respect. As inspirational business...
eTouchPoint Releases New Closed-Loop Alerting (CLA) Dashboard In our 7.13 release, eTouchPoint is launching a new dashboard feature in the closed-loop alerting (CLA) module “Action Alerts”. With this CLA dashboard enhancement, field communities and CX stakeholders...
Consulting giant Accenture dubbed today’s environment “The Switching Economy”—with good reason. Their research shows customers are leaving brands at an alarming rate–leading to billions in global business losses. Why is this happening? Today’s customers have...
Customers want an effortless, personalized interaction regardless of how, when or where they interact with a company. That expectation magnifies when the interaction is a field visit by an employee to a customer’s home. Historically, though, field service has...
No doubt about it: social media has been one of the most transformative forces in business in recent years. And social media’s power keeps growing as adoption rises. Today, there are 2.3 billion social media users around the world. Almost 2 billion of those...
Customer feedback is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations. How can brands collect more customer feedback—that is both meaningful and...
It’s no secret that CX programs thrive on data. And CX practitioners face the continual challenge of how to collect more feedback from customers—in an information-saturated world. Survey fatigue is a very real problem for today’s customers. People receive so many...
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