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...
Today, most companies seem to recognize that customer experience (CX) is an essential element of their business. They’ve taken first steps into building a CX foundation by inviting customers to participate in surveys and offer feedback. But companies could gain...
Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
3 Inspiring Stories of Visionary CX Leadership eTouchPoint Zappos, Chik-fil-A, Ritz Carlton. Those 3 brands are synonymous with delivering exceptional customer experience. What’s their secret? An intense commitment to customers that starts at the top. Get...
Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task. While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...
On the surface, customer experience (CX) seems like an intangible concept. Even industry experts agree that emotions are the heart of experiences. Still, experts concur that establishing a CX metrics program is vitally essential for lasting success. A solid CX...
When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find it challenging to contemplate that potential future. By selecting targeted, but small CX actions companies can achieve...
