What sets apart satisfactory customer service and flawless customer service? When a client walks into your office or when a customer enters your store, they want to be treated kindly. They want to have their questions answered and their concerns addressed. These are...
Customer experience (CX) is a top-of-mind strategic priority for many executives–and many organizations have ambitions to build an advanced CX platform. Recent studies show a gap between executive support for CX and companies having the technology infrastructure...
[Video] 100 Days to a Next-Level CX Program eTouchPoint Best practices are important whether you’re just starting a customer experience (CX) program or looking to build on the progress you’ve already made. This video replay of our recent webinar examines four building...
Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis. Our experience...
How to Use VoC Feedback to Motivate Your Team eTouchPoint How can you motivate your team to improve the customer experience (CX)? Sharing voice of the customer (VoC) feedback with front-line team members helps them see how their actions affect customer perceptions....
Whether you’re just starting out in customer experience (CX) or have an established program, you can apply proven best practices to accelerate your CX initiatives. In this video replay of our CX webinar 100 Days to a Next-Level CX Program, you will learn about...
I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
4 Practical Tips to Win Support for Closed Loop Alerting eTouchPoint CX-savvy companies know that resolving the concerns of unhappy customers can improve customer satisfaction and boost business outcomes. Adopting closed loop alerting (CLA) practices can be a true...
