Guest Blog: In the CX world, tracking these metrics is a way of life!
ShepHyken
MAY 26, 2017
seconds in 2009! A couple of years ago, these metrics had a proclivity towards transactions and sales. 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).
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