Companies are embracing the importance of customer experience (CX)–but may be struggling to put it into practice. One reason: They have not yet acknowledged the essential link between employee engagement and CX. If you haven’t quite figured out the...
It is apparent in almost all markets around the world now that growth comes from keeping and growing current customers. Even in markets like India, acquisition of new customers–both from competition and new-entrants through social mobility–is slowing down....
Amazing Service Begins with Engaged Leaders eTouchPoint Great customer service isn’t hard to deliver–but excelling at it requires focus and attention. When any service experiences go awry, frontline leaders should look for lessons and opportunities to motivate...
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels to complete transactions and resolve service issues. According to one study, 70% of customers expect company websites...
Engaging employees in Customer Experience (CX) processes can be challenging for companies with leading-edge CX programs and those that are evolving their CX processes. Defining an effective internal stakeholder engagement strategy is an important—and easily...
Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task. While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...
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...
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...
