Most companies know they need to deliver an outstanding customer experience (CX)—or they risk losing customers and revenues. Fostering a customer-centric culture is on the must-do lists of many top organizations. Still, shifting from the legacy business mindset that...
How Mature is Your CX Program? A Review of 3 CX Maturity Models eTouchPoint Customer experience (CX) is a journey. Even the companies that seem to be on top of their game need to focus on continuous improvement. What milestones mark the path to CX excellence?...
I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to participate in many of their campaigns and feedback, wearing the customers’ hat. It has...
Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis. Our experience...
Whether you’re just starting out in customer experience (CX) or have an established program, you can apply proven best practices to accelerate your CX initiatives. In this video replay of our CX webinar 100 Days to a Next-Level CX Program, you will learn about...
When designing CX surveys, companies often pay close attention to selecting the right mix of closed-ended questions. They may weigh the pros and cons of popular industry metrics—such as NPS, CSAT, or Customer Effort Score—and consider their own measurement needs....
3 CX Feedback Gathering Trends Every Company Should Embrace eTouchPoint Today’s customers have growing expectations about how companies connect with them. Keeping up can be a challenge. Leading companies stay ahead of the curve by leveraging technology in three...
Wherever you are in your customer experience (CX) journey, you can adopt proven best practices to advance your CX initiatives. In this webinar, you will learn the four building blocks of successful CX–and how to incorporate them into your CX program. Our...
