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...
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...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
In our last post, we outlined industry forces compelling companies to adopt a closed loop alerting process to manage dissatisfied customers. We also provided an overview of our four-phase CLA maturity model. This post provides more insight on each phase—so that...
This post is part one of a two-part series on closed loop alerting (CLA) maturity. Now that 2016 is underway, many companies have embarked on a new set of annual strategic goals. And for many, CX is a top-of-mind issue. In fact, Gartner has projected that almost 90%...
![Is Your Brand Safe from Social Media Crisis? [Infographic]](https://www.etouchpoint.com/wp-content/uploads/2016/04/Copy-of-FGInfoCTA.jpg)
