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...
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...
![4 Pillars of a Successful Closed Loop Alerting Program [Video]](https://www.etouchpoint.com/wp-content/uploads/2016/08/4PillarsofCLA.jpg)
![Your Customers Are Leaving – Do You Know How to Stop Them? [Infographic]](https://www.etouchpoint.com/wp-content/uploads/2016/05/YCALBlogHead.jpg)
![Is Your Brand Safe from Social Media Crisis? [Infographic]](https://www.etouchpoint.com/wp-content/uploads/2016/04/Copy-of-FGInfoCTA.jpg)
