ShepHyken

MAY 26, 2017

seconds in 2009! 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

ShepHyken

JANUARY 5, 2018

Texting is low friction: If you make it hard for customers to contact you, they will become frustrated and possibly leave you for your competitor. According to Harvard Business Review , the number 1 factor in customer loyalty is reduction of customer effort. It’s really instant customer service.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Customer effort 40

Customer effort Engineering Feedback Technology 40

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year. Click To Tweet.

Surveys 94

Surveys Self service Construction Feedback 94

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. For example, I regularly recommend Everlane, Lush, and Toms, but it has nothing to do with how easy they are to do business with or my level of satisfaction in the moment.

Benchmark 49

Benchmark Government Big data Analytics 49

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. For example, I regularly recommend Everlane, Lush, and Toms, but it has nothing to do with how easy they are to do business with or my level of satisfaction in the moment.

Benchmark 45

Benchmark Government Big data Analytics 45