Whitepapers

Whitepaper

Are Your Touchpoints Pushing Customers Out the Door?

Underperforming or missing touchpoints are the root of nearly all customer experience issues. This whitepaper shows you 7 ways to identify and fix touchpoint problems before your customers simply walk away. Many companies stub their toe just getting started on improving their touchpoints. They don't know what journeys customers take, what the touchpoints are, or what customers think about them. At the other end of the spectrum are companies that have the data, but just need to get unstuck. This...

Whitepaper

Do Happier Employees Really Help Create Happier Customers?

Employee experience can directly impact customer engagement... and your bottom line. No one can argue that happy customers aren’t vital to business success. But great customer experience doesn’t just happen. It requires engaged employees who understand your customers and the role they play in delivering a great customer experience.

Whitepaper

Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expectations of Your Customers

There is a storm of digital disruption underway affecting companies of all sizes and industries. From social influence to pervasive memory, digital sensors and the physical web, companies must learn to harness these forces to remain relevant and better serve ever-smarter, digitally enabled customers.

Whitepaper

Understanding touchpoints and your customer relationship lifecycle

MCorp's free whitepaper helps you increase acquisition, retention, and loyalty by retooling your customer lifecycle stages. Every customer relationship lifecycle is unique—to your institution, your industry, or both. But no matter the stages that define yours, it's fundamentally tied to brand awareness, customer acquisition, experience, retention, and churn.