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.
5 Expert Tips to Gain More Customer Feedback
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...
Do You Know Your Ratio of Positive to Negative CX Feedback?
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...
3 Best Practices to Manage Negative CX Feedback
Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach—...
3 Strategies to Keep a Human Focus in Customer Experience
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels...
Avoid These 5 Survey Mistakes to Gain More CX Feedback
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good...
5 Key Lessons About Emotions and Customer Experience
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...
Why Consistency Matters in Customer Experience
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...
5 Small CX Actions That Can Yield Big Results
When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find...
Are Your Customers Secretly Unhappy with Your Brand?
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...
3 CX Metrics You Should Be Tracking
“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...
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? Research from Bain and Company shows a large...
How to Keep Your Frontline Team Focused on Customers
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...
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 program—collecting and...
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 field service a highly-visible...
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 the value of CX. In...
The 4 Phases of Closed Loop Alerting Maturity [Infographic]
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...
Is 2015 the Year of the Employee?
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...
NPS Isn’t a Silver Bullet – Here’s 3 Reasons Why
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...
10 Need-to-Know Customer Dissatisfaction Stats
2015 promises to be a pivotal year. Many companies realize they must take steps now to bolster customer happiness and shrink churn. With an...
3 Musts for Your 2015 VoC To-Do List
Gartner research affirmed that 89% of businesses expect customer experience to be a key competitive force in 2016. That means many brands will be...