Put an end to churn by focusing on customer effort

Tethr

What if everything you thought you knew about measuring customer service and the customer experience was wrong? . Customer Satisfaction (CSAT) Score and Net Promoter Score (NPS) are ubiquitous customer service metrics. Enter the Tethr Effort Index. Customer Effort

Should we care about effort if we don’t measure Customer Effort Score?

Tethr

One thing I’ve learned is that for customer experience and customer service leaders, metrics are like religion…and suggesting a new one or an alternate approach to what a company currently uses can spark a religious debate.

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VIDEO: What Is the Customer Effort Score?

NobelBiz

Customer effort score is one of those metrics that are slightly newer that most businesses haven’t gotten a grasp of yet. The post VIDEO: What Is the Customer Effort Score?

What Is a Good Customer Effort Score and How Can You Earn One? The Complete Guide

TechSee

How can a company achieve a good Customer Effort Score? They call Company A and wait on hold for seven minutes before speaking with a customer service representative. Their IVR-directed call is answered by a customer service representative in under three minutes. The main reason why Company B just gained a loyal customer is because they earned a good customer effort score. Why is reducing customer effort important?

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Blinded Forever or Is Customer Effort Saved by AI Visibility

Call Center Coach

From a customer effort standpoint, you’re blind. If you were to put your neck on the line and invest mass effort to mobilize your organization you would want significantly more confidence in your decision. Your biggest source of insight data is not visible.

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”.

Why you should measure your Customer Effort Score

Customercount

In a time when customer loyalty is so important the Customer Effort Score determines how much effort do customers have to put in to do business with you.

Focus on the Customer Effort Score

ChaseData

What is your contact center’s customer effort score? Just check out this handy guide to the customer effort score and why it matters for your center. You’ll soon be a master of making customer service effortless for those you serve!

Measuring Customer Effort: The Tethr Effort Index

Tethr

In addition to relying on classic metrics like the Customer Effort Score for measuring sources of customer friction, CX leaders can now use new advanced AI and machine learning to effectively listen for Effort without using surveys – driving faster, more accurate and more reliable insights into the customer experience that can save at-risk customers and spotlight critical business transformation opportunities.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Customer Effort Score (CES): The Complete Guide

GetFeedback

Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

Using Customer Effort Insights to Build Experiences People Love

Nicereply

Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it. One of these measurements, Customer Effort Score, is a metric that gauges how much effort a customer had to exert to get to their answer or accomplish their goal.

Net Promoter Score® Vs Customer Satisfaction Vs Customer Effort Score?

Genroe

In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. More recently we have seen the Customer Effort Score. The post Net Promoter Score® Vs Customer Satisfaction Vs Customer Effort Score?

Customer Effort Score vs. Customer Satisfaction

Mindtouch

In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer? How hard are we making it on our customers to self-serve?

5 Customer Effort Villains and their Kryptonite

Kayako

The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance.

Searching for Reduced Customer Effort

Mindtouch

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. Yet, in spite of all of the great content that companies produce—from onboarding and customer education to product documentation and knowledge base articles—there is one immense, frustrating hurdle still facing the customer: Google Search. Don’t make customers work to find you online!

Customer Effort Score: The New Experience Metric

Answer Dash

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? That is the Customer Effort Score (CES). What is the Customer Effort Score? How do you measure Customer Effort Score?

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

Customer experience is the new marketing battlefront – Chris Pemberton. A vast majority of marketing and customer-relation experts believe that customer experience is about to take over aspects like product price and quality and we could not agree more. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status. No wonder then that the idea of adding CES in your arsenal of customer service metrics is totally worth it.

How to Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

Stop Trying to Eliminate Customer Effort

Sampson Lee

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. Reduce customers’ pleasure.

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. If that’s where your customers start their self-service experience, your branded help content better show up there.

CX Beat: Reducing Customer Effort to Improve Brand Loyalty

The Center for Client Retention

This month, our CX Beat post is focusing on articles that deal with the topic of customer effort. In the world of customer service, much talk centered on reducing customer effort in order to make experiences simpler, easier, and more enjoyable for the customer. 3 Brands Crushing Instant Customer Service by Aaron Agius. It is usually a quick interaction with minimal customer effort. What Makes a Great Customer Service Experience?

Reducing customer effort through advocacy language

Tethr

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. The ideas and research shared in the book assert that the most effective way to drive customer loyalty and satisfaction is by creating an experience for customers that requires minimal effort.

Lower Customer Effort, Supercharge Customer Experience

Mindtouch

Customer experience is no different. Most customers prefer one support call to two— self-service over having to wait on someone else for answers. In a word: most of us expect customer effort to be as low as possible. Hello, Customer Experience? The problem for companies that track and analyze customer experience data is that the number of ways customers interact with us is proliferating. Sure, you can hire friendly customer service employees.

How To Use NPS Feedback To Reduce Customer Effort

Nicereply

Nowadays, it’s easier than ever to identify high-effort processes and take action to implement improvements. Certainly, no one ever wants to learn that customers find it difficult to do business with them. Over the last decade, there’s been a rising awareness of the importance of monitoring customer effort , based on the understanding that customers are most satisfied and most loyal when they find it easy to engage with your product. Customer Support CX

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

Customer experience is the new marketing battlefront – Chris Pemberton. A vast majority of marketing and customer-relation experts believe that customer experience is about to take over aspects like product price and quality and we could not agree more. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status. No wonder then that the idea of adding CES in your arsenal of customer service metrics is totally worth it.

Beyond customer effort score – The four flavors of customer loyalty

Tethr

Measuring Customer Effort Just Got Easier

GetFeedback

Discover how you can use GetFeedback to quickly measure Customer Effort Score and understand the holistic service experience. Articles

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

ijgolding

This is not the first time I have written about the concept of customer effort. The important point of the story is that the organisation that was the subject of it, Hertz, are no longer a company that I consider myself to be a customer of. The experience ‘pushed me over the edge’ Unnecessary customer effort can be fatal when it comes to your relationship with customers. They quite clearly do not care about their customers.

Want to Reduce Customer Effort? Start With Hierarchical Content Structure

Mindtouch

There are a number of approaches to structuring content that can help stakeholders refine their self-service content strategy to reduce customer effort. As you can see, by using meaningful naming conventions such as /Documentation/Knowledge Management, customers can visually discern the hierarchical relationship between different pieces of content. Hierarchically structured content, when exposed in the URL, also helps reduce customer effort.

What is Customer Effort Score and How is It Measured?

Mindtouch

For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Reducing customer effort: The essential step most companies miss

Tethr

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. The ideas and research shared in the book assert that the most effective way to drive customer loyalty and satisfaction is by creating an experience for customers that requires minimal effort.

Why You Should Care About the Customer Effort Score (CES)

GetFeedback

Customer Effort Score (CES) approaches the customer service experience from a unique angle, and it's proven to predict customer loyalty. Articles

How to use Tethr to improve your Customer Effort Score

Tethr

So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? At Tethr, we help customers address this problem every day, so we wanted to outline the common steps customers take when using Tethr to get started reducing customer effort and improving Customer Effort Scores.

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

How to Track Customer Effort for Every Transaction

Kayako

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. High effort experiences are the biggest cause of disloyalty: 96% of customers that have a high effort experience become more disloyal in the future. Sending a Customer Effort Survey.

An Introduction to Search Reporting, Your New Customer Effort Hack

Mindtouch

Bad search experiences can have a number of direct and indirect consequences: Increases the effort needed for internal and external agents to find the help content they need. Negatively impacts customer success KPIs like customer satisfaction, NPS®, and CES. Causes customers that would have otherwise self-served to call in to customer support. Increases ticket volume and customer support costs.

What's the Difference Between Customer Satisfaction & Customer Effort Score?

PeopleMetrics

When we work with future clients, we often get a lot of questions about customer experience metrics. We don't have a universal measurement that every company can use to improve customer experience. The best customer experience metric for a business depends on that business. So lets get started: how should you decide between customer satisfaction and customer effort when evaluating specific interactions with your company? Using Customer Satisfaction.

Beyond customer effort score – Understanding and avoiding “chronic suck”

Tethr

The research that eventually became The Effortless Experience began in late 2007 and our research team at CEB presented our first set of findings—specifically that companies are far better off trying to eliminate effort from the customer experience than trying to “wow” and delight their customers—to a group of 25 CX and service leaders in a conference room at the Key Bridge Marriott in Rosslyn, Virginia in 2008. . We gave a name for this new category: reoccurring effort.