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...
Most companies want to secure more customer experience (CX) feedback but face challenges achieving this goal. Several feedback gathering options exist, each with their pros and cons and specific set-up and administration costs. Picking the right CX feedback...
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...
As professionals, most receive coaching to think : “nothing personal, this is just business” or “stay calm, cool, and collected”. Yet most successful people agree that feelings and empathy are the key to exceptional customer experiences. In one, three, or even 10...
Customers have more power today than ever before. They expect consistent, personalized service at every touchpoint. If these expectations go unmet, customers can easily voice their unhappiness online. Or they may take their business elsewhere. How can you avoid this...
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...
For any customer, providing feedback is often an emotional experience. The combination of a visceral response to interactions with a brand and a compelling need to share feedback can imbue any customer experience (CX) with a personal, emotional edge. This is...
![Your Customers Are Leaving – Do You Know How to Stop Them? [Infographic]](https://www.etouchpoint.com/wp-content/uploads/2016/05/YCALBlogHead.jpg)
![Is Your Brand Safe from Social Media Crisis? [Infographic]](https://www.etouchpoint.com/wp-content/uploads/2016/04/Copy-of-FGInfoCTA.jpg)
![Best Practices for Using Verbatim Feedback [Video]](https://www.etouchpoint.com/wp-content/uploads/2016/04/Fortune100CXBlogHead-1.jpg)
