eTouchPoint

51 Flips | 1 Magazine | 1 Following | 2 Followers | @eTouchPoint | Our purpose is simple. We help our clients keep a pulse on customer sentiment in a customer-driven world.

How to Use VOC Feedback to Motivate Your Team

The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as …

Employee Engagement

Your Guide to 3 Trusted CX Metrics Approaches

Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price.<p>Today’s customers are likely to receive a …

Customer Experience

3 Limitations of Email-Only CX Surveys

Email holds status as the most popular approach for gathering customer experience (CX) feedback approach. The reasons: easy implementation, low cost, …

How to Gain Value with Human-Based Verbatim Analysis

Today, companies invest significant amounts in customer surveys to learn how to serve their customers better. Automated surveys are valuable. …

Customer Experience

4 Pillars of a Successful Closed Loop Alerting Program

Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic.<p>However, by applying proven best …

Customer Experience

4 Practices to Build and Sustain Customer Focus In Field Service

Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes …

Customer Experience

3 Inspiring Stories of Visionary CX Leadership

Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great …

Leadership

Turn Your Unhappy Customers into Brand Loyalists

A poor experience with a brand is often a deal-breaker for customers. In fact, almost 90% of customers ceased doing business with a company after …

Customer Experience

Which SMS Survey Approach is Right for Your Company?

Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which …

Essential Building Blocks of a World-Class CX Program

Today, consumers have an unprecedented number of buying options for practically any good or service. While companies still try to stand out based on …

Customer Experience

3 Practical Tips to Keep Employees Focused on CX Feedback

What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and …

Employee Engagement

How Customer-Obsessed Brands Engage Employees

The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit …

Employee Engagement

How Mature Is Your CX Program? A Review of 3 CX Maturity Models

Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX …

Customer Experience

Uncovering Actionable Insights in Your CX Comments

Many companies today are actively engaged gathering customer feedback. However, there is a discrepancy in the type of feedback and the utilization. …

4 Expert Insights on Customer Experience for Power & Utilities

For many power and utility companies, achieving operational excellence has long taken precedence over the customer experience (CX). This has been a …

Natural Gas Utility Accelerates CX Feedback Gathering

Traditionally, most utilities have focused on collecting general customer satisfaction feedback—if they survey customers at all. In some markets, …

Customer Experience

3 CX Metrics You Should Be Tracking

<b>“</b>You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX).<p>However, extracting …

Customer Experience

4 Meaningful Ways to Recognize Exceptional Employees

During this holiday season, many managers are grappling with annual performance reviews, year-end bonuses, and planning for 2017. It may surprise …

Employee Engagement

3 CX Practices That Yield the Best ROI

In a recent survey, 97 percent of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 percent agreed that …

Big Data

3 CX Feedback Trends Every Company Should Embrace

Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and …

Closing the Gap Between CX Aspiration and Reality

Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do?<p>Research from Bain and Company shows a large gap …

Customer Experience

How to Improve Your Baseline Customer Experience Performance

All companies want to improve their customer service and customer experience, but not all recognize the steps required to create lasting change.<p>When …

Employee Engagement

4 Strategies to Decipher Emotions in Your Customer Feedback

We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think …

Customer Experience

Five Best Practices to Tighten Field Service Appointment Windows

<i>Guest post from Mark Wilburn, CTO of SkyCreek Corporation.</i><p>In a recent study, Accenture labeled the current consumer environment the “Switching …

Project Management

Why You Need a CX Relationship Survey

ind<p>Customer experience (CX) is evolving. And how companies gather customer feedback is evolving as well.<p>In the past, many businesses relied solely on …

Customer Experience

5 Strategies to Gain Executive Support for Your CX Initiative

Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite …

Blog Archives

eTouchPoint recently released several high-value enhancements throughout its customer experience (CX) platform. The latest feature release is built …

Archives

Unlock the Power of Positive CX Feedback

Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience …

Employee Engagement

Your Customers Are Leaving - Do You Know How to Stop Them? [Infographic]

Consulting giant Accenture dubbed today’s environment “The Switching Economy”—with good reason.<p>Today’s customers have abundant information about …

Customer Experience