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Connie Harrington

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.

Capitalizing on the Comcast Tracking App Example

Excessive wait times for in-home appointments are a well-known source of customer frustration—and a massive economic drain. In fact, in one recent year, waiting...

Six Things That Frustrate Your Customers—and How to Avoid Them

Today’s landscape has earned the title “Age of the Customer”—for good reason. Your customers have vast amounts of information at their fingertips. They can...

Managing Unhappy Customers Can Help You Avoid a Media Crisis

Far too many of today’s brands are still taking a “head-in-the-sand” approach to dealing with customer dissatisfaction. However, a single disgruntled customer can dash...

How Customer Experience Ties to Revenue

Delivering great customer experiences seems like a worthy mantra for every brand. But how does customer experience translate to financial returns? A recent Harvard...

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