Many organizations want loyal customers–and may have invested in rewards programs or other strategies. These approaches are solid first steps, but companies must do more. They should adopt closed-loop alerting (CLA) programs to reach out to and retain customers...
Engaging employees in Customer Experience (CX) processes can be challenging for companies with leading-edge CX programs and those that are evolving their CX processes. Defining an effective internal stakeholder engagement strategy is an important—and easily...
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough? Many CX industry experts...
Are Your Customers Secretly Unhappy with Your Brand? eTouchPoint You may feel your company handles customer complaints effectively. But what about unspoken negative sentiment? Can you uncover and address “silent complainers” too? Learn how latent...
Providing service to customers is not as hard as some make it seem. It does take diligence and effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight...
“More than one-third of businesses will restructure to shift to customer-obsessed operations.” ~Forrester 2017 As businesses evolve to focus on a customer-centric model, every company must adapt based on customer feedback. Some companies have made initial...
How to Improve Your Baseline Customer Experience Performance eTouchPoint Your baseline CX metrics provide a solid foundation for charting the evolution of your program over time. These metrics help you understand how each step you take affects the...
Imagine your CX program has been moving along at a satisfactory pace for months. Your CX metrics are reliable–some peaks, some valleys–but nothing too concerning. Then something shifts. It may be sudden or gradual–but you recognize that your CX...
