This month, our focus is on a popular CX metric–the Customer Effort Score (CES). Learn why CES should be an important part of your feedback gathering mix with our curated collection of top CX content: Customer Effort Score A Primer and Recommendations for CX...
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?...
5 Key Lessons About Emotions and Customer Experience eTouchPoint Today’s most successful companies make significant investments in customer experience (CX). While they tend to emphasize boosting customer satisfaction, experts believe building emotional bonds...
[Video] 100 Days to a Next-Level CX Program eTouchPoint Best practices are important whether you’re just starting a customer experience (CX) program or looking to build on the progress you’ve already made. This video replay of our recent webinar examines four building...
How to Use VoC Feedback to Motivate Your Team eTouchPoint How can you motivate your team to improve the customer experience (CX)? Sharing voice of the customer (VoC) feedback with front-line team members helps them see how their actions affect customer perceptions....
4 Practical Tips to Win Support for Closed Loop Alerting eTouchPoint CX-savvy companies know that resolving the concerns of unhappy customers can improve customer satisfaction and boost business outcomes. Adopting closed loop alerting (CLA) practices can be a true...
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...
[Video] How an Energy Leader Built a Superior Customer Experience eTouchPoint One forward-thinking energy leader realized it needed to revamp its customer experience (CX) program They took strategic steps to accelerate their customer messaging and feedback gathering...
