June podcast roundup: Measuring customer effort


If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer effort, explored the findings that revolutionized CX in The Effortless Experience , and began to unpack how customer loyalty really works.

5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score


In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. This focus on customer satisfaction has led companies to shift their measures of success as well.


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Customer Effort Score (CES) explained

Hello Customer

Customers nowadays want everything easy and we can't really blame them for that. Long queues, having to wait for hours to talk to customer support or browsing an old website that you have to refresh every 2 minutes. CES shows you the possibility of a customer referral.

Understanding your customer effort score (and how to improve it!)


We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience , and our own effort measurement score, the subject comes up, well, kind of a lot. How can I improve my effort score?

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.

What is Customer Effort Score?


Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort behind making a purchase, resolving a service query or signing up for an account. Why does Customer Effort Score Matter?

May podcast roundup: The origins of customer effort


We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Episode 2: Origins of Effort. Here in the second episode, we dive into the first questions that led us to our original research on effort. Customer EffortExciting news!

The quest for comparison: Measuring your customer effort score against the competition


Customer effort? But for dedicated effort aficionados, that competitive urge often gets lost in (what feels like) the relativity of customer experience management. It’s hard to know what your customers will and won’t respond to, right? Customer Effort

May podcast roundup: The origins of customer effort


We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Episode 2: Origins of Effort. Here in the second episode, we dive into the first questions that led us to our original research on effort. Customer EffortExciting news!

May podcast roundup: The origins of customer effort


We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Episode 2: Origins of Effort. Here in the second episode, we dive into the first questions that led us to our original research on effort. Customer EffortExciting news!

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.

July podcast roundup: Customer effort through an AI lens


July passed us by quickly, and with it came the last five episodes of our twelve-part podcast series, Customer Effort: Through an AI Lens. In this final month, we picked up the effort story with the next three pillars of effort reduction, and then explored some final dos and don’ts.

Put an end to churn by focusing on customer effort


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

Easier = better. The benefit of understanding customer effort.

customer sure

They take time and can induce great frustrations and even stress for the customer. I was surprised that they asked the NPS question , but didn’t ask a question relating to customer effort , something like ‘How easy was it for me to get the issue resolved?’

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


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?

Looking to reduce customer effort? Do these three things first


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.

The Significance of Customer Effort Scores


This is one of the questions customers ask when getting involved with a new company. of customers expect a response of “effortlessly” Customer Effort Scores provide insights to potential customers. Consequently, customer satisfaction is essential.

How to Reduce Customer Effort: Ten Easy Tips

CSM Magazine

Reducing customer effort is key to keeping your customers happy. If they have to put in a lot of effort to get what they want, they will be less likely to come back. Use a Customer Portal. A customer portal is a great way to reduce customer effort.

Customer Effort Score (CES): The Complete Guide


With more and more sophistication in the way we work, technology has reduced the efforts in getting our jobs done. And when it comes to the business unit dealing with the customers, customer effort score (CES) is an important metric that comes into play.

Build an Effective Customer Effort Score Program


If you want to make a real impact on customer loyalty, it starts with measuring Customer Effort Score (CES). Let’s talk about how to do just that. Articles

VIDEO: What Is the Customer Effort Score?


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?

Customer Effort Score (CES): The Complete Guide


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

Blinded Forever or Is Customer Effort Saved by AI Visibility

CX Global Media

From a customer effort standpoint, you’re blind. It’s impossible for you to use the traditional model of recording calls for quality assurance purposes to give you visibility into what’s needed to reduce customer effort or improve the customer experience – to transform your organization. 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.

Part 1: What is a Customer Effort Score and How Should CSMs Use It?


As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. What is a Customer Effort Score .

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


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.

Why you should measure your Customer Effort Score


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


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!

Customer Effort Score vs. Customer Satisfaction


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?

The Definitive 2021 Guide to Customer Effort Score


Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular.

How to Take Action on Customer Effort Score Feedback


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

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? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. 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.

Measuring Customer Effort: The Tethr Effort Index


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.

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 use the Customer Effort Score (CES) metric


Simplifying CX YouTube series video on how to use the CES metric. Videos

Searching for Reduced Customer Effort


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!

How to Calculate Customer Effort Score to Grow Your Business

ProProfs Chat

Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button. . After encountering multiple slow loading pages, the customer leaves without making the purchase.

Why employee effort is the key to improving your customer effort score

Inside Customer Service

Before the advent of order confirmations, it wasn’t uncommon for customers to worry about whether their order was received or when it would arrive. Order confirmations reduce customer effort and make online ordering easier. What is customer effort?

Master Customer Effort Score (CES) in one month


Become a CES expert with our comprehensive 4-week email course. Tools

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


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?