Share for Success: Using Touchpoint Dashboard as a Communication Management Tool

Over the past month, we’ve been spending a lot of time listening to our clients.  Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. It’s a fantastic suggestion, and we’re going to start doing that here on […]

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“No Soup for You” – A Lesson in Customer Experience from Seinfeld

Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode. If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes […]

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Discover Your Wow Factor with Customer Journey Mapping

We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find out. Ask yourself… • Do you know what really wows your customers? • Is your company providing the wow your customers want at the exact points in their customer journey where they need […]

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E Source Launches JourneyHub (white label version of Touchpoint Dashboard)

New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies. JourneyHub enables […]

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Take the Mystery out of Mapping with our Journey Mapping Guide

Today, customer experience is at the forefront of company strategy across industries worldwide.  Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

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Customer Loyalty and the Spirit of Christmas

Despite the weather outside being frightful (it’s a balmy 8 degrees Fahrenheit outside my office today), Christmas spirit abounds.  The holiday is just a few weeks away, and extra doses of friendliness, goodwill, compassion and generosity are apparent everywhere. All of this holiday cheer has me thinking about what effect the spirit of Christmas has […]

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Touchpoint Measurement 101: Part III

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program.  But let’s face it.  Touchpoint measurement is not the easiest thing in the world to do, especially if you […]

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Your Touchpoint Path May Be Slippery – Proceed with Caution

“Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […]

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Touchpoint Measurement 101 Part II: Effective Methods for Measuring Touchpoints

This is the second post in Touchpoint Dashboard’s series on touchpoint measurement.  If you did not yet read the first part, which focused on the importance of touchpoint measurement and why companies should be measuring and analyzing their touchpoints, we encourage you to take a look here. “If you can’t measure it, you can’t strategically […]

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Touchpoint Measurement 101 Part I: Everyone’s Talking About It. Why’s It So Important?

Editor’s Note:  For our “Touchpoint Measurement 101” series, we’ve tapped the knowledge of several customer experience experts, including Arcadio Roselli, CEO of Service Evaluation Concepts.  Mr. Roselli’s company specializes in gathering and analyzing front-line business intelligence.  His unique, technology-infused services (which include mystery shopping, call tracking, ad tracking, focus groups, and more) give companies the […]

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