It is apparent in almost all markets around the world now that growth comes from keeping and growing current customers. Even in markets like India, acquisition of new customers–both from competition and new-entrants through social mobility–is slowing down....
When designing CX surveys, companies often pay close attention to selecting the right mix of closed-ended questions. They may weigh the pros and cons of popular industry metrics—such as NPS, CSAT, or Customer Effort Score—and consider their own measurement needs....
3 CX Feedback Gathering Trends Every Company Should Embrace eTouchPoint Today’s customers have growing expectations about how companies connect with them. Keeping up can be a challenge. Leading companies stay ahead of the curve by leveraging technology in three...
Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach— stated that companies should learn all they could from customer defections. However, he noted, companies...
Wherever you are in your customer experience (CX) journey, you can adopt proven best practices to advance your CX initiatives. In this webinar, you will learn the four building blocks of successful CX–and how to incorporate them into your CX program. Our...
[Video] How an Energy Leader Built a Superior Customer Experience eTouchPoint One forward-thinking energy leader realized it needed to revamp its customer experience (CX) program They took strategic steps to accelerate their customer messaging and feedback gathering...
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX)...
Creating a single standout customer experience (CX) may get a customer’s attention—but does it win their loyalty? Not always. Companies that have made progress along the CX path recognize that delivering consistent experiences across multiple interactions helps...
