CX Conversation: Measuring Customer Effort

CX Conversation: Measuring Customer Effort

This month, our focus is on a popular CX metric–the Customer Effort Score (CES). Learn why CES should be an important part of your feedback gathering mix with our curated collection of top CX content: Customer Effort Score A Primer and Recommendations for CX...
How a Fortune 100 Leader Created a Customer-Focused Culture

How a Fortune 100 Leader Created a Customer-Focused Culture

Most companies know they need to deliver an outstanding customer experience (CX)—or they risk losing customers and revenues. Fostering a customer-centric culture is on the must-do lists of many top organizations. Still, shifting from the legacy business mindset that...
CX Conversation: Our Most Popular CX White Papers

CX Conversation: Our Most Popular CX White Papers

How Mature is Your CX Program? A Review of 3 CX Maturity Models eTouchPoint Customer experience (CX) is a journey. Even the companies that seem to be on top of their game need to focus on continuous improvement. What milestones mark the path to CX excellence?...
4 Meaningful Ways to Recognize Exceptional Employees

4 Meaningful Ways to Recognize Exceptional Employees

During this holiday season, many managers are grappling with annual performance reviews, year-end bonuses, and planning for 2017.  It may surprise some that money isn’t the most effective recognition of a job well done.  According to a global survey of more than 1,000...
Unlock the Power of Positive CX Feedback

Unlock the Power of Positive CX Feedback

Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
Best Practices for Using Verbatim Feedback [Video]

Best Practices for Using Verbatim Feedback [Video]

  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 why...