Tethr

JULY 17, 2019

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Register for the webinar.

Customer effort 49

Customer effort Surveys Analytics Metrics 49

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 The theory here is that customers who are highly satisfied are least likely to defect to other brands whereas those who are highly dissatisfied are the most vulnerable to do so. Customer Effort Score (CES). Answer choices ranging from Very Low Effort to Very High Effort.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Nicereply

MARCH 14, 2023

You see it in the way the employee greets customers, solves problems, and goes the extra mile when the situation demands it.” That means that eliminating the need for service is the best way to satisfy customers.

Management 98

Management Call Center Metrics Entertainment 98

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience.

Surveys 68

Surveys Coaching Customer effort Metrics 68

ijgolding

OCTOBER 21, 2014

Time and Effort. Described by Nunwood as – minimising customer effort and creating frictionless processes. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Now that would be nice!

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Instead, you should aim for reducing customer effort, as that is the greatest driver of customer loyalty. It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74