3 CX Practices That Yield the Best ROI eTouchPoint Today’s organizations must implement effective CX programs to meet growing customer expectations for an exceptional customer experience. Great CX programming not only satisfies customers, but also ensures a worthwhile...
Customer Experience (CX) is a complex practice, and to succeed at CX organizations need a shared vision that unites the efforts of their customer-facing teams. They also need a set of standard CX metrics to evaluate CX performance in a meaningful and systematic way...
All companies want to improve their customer service and customer experience, but not all recognize the steps required to create lasting change. When embarking on or revitalizing a customer experience (CX) program, companies need to identify their baseline...
“You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX). However, extracting meaning from customer feedback can seem daunting. With endless options to construct surveys—and assess the results—CX...
Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price. Today’s customers are likely to receive a survey request every time they come in contact with a brand—and that can happen from a few to dozens of times each day....
