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...
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...
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...
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...
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...
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...
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...
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...