5 Small CX Actions That Can Yield Big Results

5 Small CX Actions That Can Yield Big Results

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...
3 CX Practices That Yield the Best ROI

3 CX Practices That Yield the Best ROI

In a recent survey, 97 percent of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 percent agreed that they wanted their company to be a CX leader, nearly 40% were just taking first steps in CX. Many companies have a lot of...
Turn Your Unhappy Customers into Brand Loyalists

Turn Your Unhappy Customers into Brand Loyalists

A poor experience with a brand is often a deal-breaker for customers. In fact, almost 90% of customers ceased doing business with a company after receiving poor service in a single year. On the upside, Accenture researched affirmed that nearly  70% of customers would...
4 Pillars of a Successful Closed Loop Alerting Program [Video]

4 Pillars of a Successful Closed Loop Alerting Program [Video]

Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic. However, by applying proven best practices, companies can implement a closed loop alerting (CLA) program that highlights customer issues and tracks them...
4 Practical Tips to Win Support for Closed Loop Alerting

4 Practical Tips to Win Support for Closed Loop Alerting

  Every week I have conversations with clients or prospects about closed loop alerting (CLA) and how the process is working for their organization. These conversations always inform and educate on the realities of closed loop alerting and the creative ways many...
5 Things to Know About Customers that Complain

5 Things to Know About Customers that Complain

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...

New CLA Dashboard Streamlines Tracking of Customer Follow-Ups

eTouchPoint Releases New Closed-Loop Alerting (CLA) Dashboard In our 7.13 release, eTouchPoint is launching a new dashboard feature in the closed-loop alerting (CLA) module “Action Alerts”. With this CLA dashboard enhancement, field communities and CX stakeholders...