Connie Harrington
Connie Harrington is a content strategist at eTouchPoint, a CX software company that has served Fortune 500 firms for 20+ years. 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. She earned a B.A., cum laude, from the College of William and Mary in Virginia.
Customer insight is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to...
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...
Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach—...
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels...
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good...
Recent years have seen heightened attention--and spending--on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX...
Creating a single standout customer experience (CX) may get a customer’s attention—but does it win their loyalty? Not always. Companies that have made progress...
When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find...
Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don't take their concerns to companies that disappoint...
“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...
Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do? Research from Bain and Company shows a large...
Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn...
Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX program—collecting and...
Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible...
Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite the value of CX. In...
Now that 2016 is underway, many companies have embarked on a new set of annual strategic goals. And for many, CX is a top-of-mind...
Many brands are embracing the truth that engaged employees deliver higher-quality service to customers. That means 2015 could be a big year for employee...
Once a Harvard Business Review article billed it as “The One Number You Need to Grow.” Today, the Net Promoter Score’s (NPS) fabled beginnings...
2015 promises to be a pivotal year. Many companies realize they must take steps now to bolster customer happiness and shrink churn. With an...
Gartner research affirmed that 89% of businesses expect customer experience to be a key competitive force in 2016. That means many brands will be...