Take Action on CX Feedback with Real-Time Alerts
As businesses deepen customer focus, many have rolled out VoC programs to capture customer insight. While collecting feedback is a great start, the real value lies in taking action on it. Focusing on VoC can help you understand the link between customer emotions and CX.
Unlock the Power of Positive CX Feedback
Did you know that most CX feedback about customer-facing employees is positive? Over half of customers feel frontline team members do a good job. When companies only analyze negative feedback, they are overlooking a chance to recognize employees who go above and beyond.
Use Positive Feedback to Improve CX
Emotion and Customer Experience: Connecting Feeling with Your Bottom Line
Customer experience has become the top priority for companies that recognize the limitations of a transaction-focused strategy. Many companies, however, are falling short in grasping what customers truly value.
How to Measure Emotion in Customer Experience
While it’s easy to measure and score customer satisfaction and effort, quantifying emotions is a whole different beast. How do you measure the feelings that arise during the customer experience?
4 Ways to Measure Emotion in Customer Experience
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.