Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

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. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Tethr

NOVEMBER 5, 2020

Reducing customer effort can feel like a monumental task, especially for big companies with legacy business processes, policies, systems, or companies in regulated industries. But these first three steps will get CX and customer care leaders started quickly and effectively. Understand where your customers’ effort is coming from.

Customer effort 62

Customer effort Coaching Surveys Engineering 62