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Stop Trying to Eliminate Customer Effort

Sampson Lee

APRIL 9, 2017

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. It would generate three negative consequences: Drive a disremembered experience. Reduce customers’ pleasure. Article Customer Experience Customer Journey Customer Loyalty Customer Strategy Editor's Pick MORE

Customer effort Metrics Customer Experience 54

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

TechSee

APRIL 30, 2019

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? MORE

Customer effort Self service Interactive Voice Response Metrics 112

An Introduction to Search Reporting, Your New Customer Effort Hack

Mindtouch

FEBRUARY 28, 2018

User experience. Specifically, the search experience. Search reporting is the process of monitoring search behavior data to find actionable insights that can help improve the user experience. Search reporting is the process of monitoring search behavior data to find actionable insights that can help improve the user experience. Well, plenty of knowledge base search experiences are … well … bad. Increases ticket volume and customer support costs. MORE

Customer effort Engineering Customer Support Self service 52

How to Track Customer Effort for Every Transaction

Kayako

APRIL 25, 2017

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. MORE

Customer effort Surveys Engineering Customer centricity 67

Looking to reduce customer effort? Do these three things first

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. MORE

Customer effort Coaching Surveys Engineering 62

5 Customer Effort Villains and their Kryptonite

Kayako

NOVEMBER 9, 2018

Unguided Experiences. Wounded Agent Experiences. 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. We know that the more effort a customer has to exert, the more likely they are to churn. MORE

Customer effort B2C B2B Customer retention 49

Put an end to churn by focusing on customer effort

Tethr

JANUARY 24, 2020

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. CSAT asks customers to rate the quality of their experience with a business, assigning a score to an in-store visit, online shopping event or phone conversation with a customer call center. Enter the Tethr Effort Index. MORE

Customer effort Metrics Surveys Customer Experience 77

How to provide an effortless customer experience

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. Limited edition or not, it’s just not worth the effort. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. MORE

Customer Experience Wireless Customer effort Self service 166

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. This week we feature an article from Joseph A. MORE

Customer Experience Consulting Consulting Technology 168

Reducing customer effort: The essential step most companies miss

Tethr

JANUARY 7, 2019

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. MORE

Customer effort Coaching Metrics Surveys 55

2021 CX Trends: The Tethr Customer Experience Forecast

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020. MORE

Agent Empowerment Self service Customer Experience Chatbots 76

Searching for Reduced Customer Effort

Mindtouch

MAY 15, 2018

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. Why is the search experience so difficult? MORE

Customer effort Real estate Engineering Education 48

5 ways to improve your customer experience with conversation intelligence

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Without listening to our own customers’ feedback, Tethr wouldn’t be the enterprise listening platform it is today. Wait, what is ‘customer experience’? MORE

Customer Experience Coaching Metrics Sales 66

What is Customer Effort Score and How is It Measured?

Mindtouch

MARCH 2, 2018

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.” MORE

Customer effort Metrics Self service Surveys 52

Customer Experience AI requires substance

Tethr

APRIL 9, 2020

Intelligent routing and online customer support are just some of the ways these kinds of advances enhance customer self-service while updating the customer experience. The point is, when AI isn’t able to appropriately respond to a customer’s needs, it is increasing the amount of effort customers exert in order to get their needs met. The problem is that there are AI experiences more focused on form than on the quality of the experience. MORE

Customer Experience Scripts Analytics Self service 68

Blinded Forever or Is Customer Effort Saved by AI Visibility

CX Global Media

MARCH 27, 2018

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. MORE

Customer effort Coaching CRM contact center solutions 173

Customer Effort Score vs. Customer Satisfaction

Mindtouch

JANUARY 30, 2018

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? MORE

Customer effort Customer retention Surveys Customer Support 68

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

NOVEMBER 16, 2018

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. MORE

Customer effort Journey mapping Wait times Customer centricity 77

What is Customer Effort Score?

Babelforce

JANUARY 19, 2021

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? MORE

Customer effort Surveys Benchmark Self service 52

CX Beat: Reducing Customer Effort to Improve Brand Loyalty

The Center for Client Retention

NOVEMBER 6, 2017

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. MORE

Customer effort Technology Personalization Marketing 52

Measuring Customer Effort: The Tethr Effort Index

Tethr

AUGUST 29, 2019

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. MORE

Customer effort Metrics Surveys Customer Experience 60

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing. MORE

Customer effort Metrics Personalization Contact Center 60

Lower Customer Effort, Supercharge Customer Experience

Mindtouch

FEBRUARY 2, 2018

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. MORE

Customer effort Metrics Customer Experience Customer Service 52

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

PeopleMetrics

OCTOBER 19, 2015

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? MORE

Customer effort Metrics Construction Call Center 83

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

MARCH 27, 2020

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. There is a little more to this story as they are eagerly seeking a memorable experience. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status. MORE

Customer effort Surveys Customer retention Metrics 53

Want to Reduce Customer Effort? Start With Hierarchical Content Structure

Mindtouch

MAY 22, 2018

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. MORE

Customer effort Construction Self service Government 56

Customer Effort Score (CES): The Complete Guide

SmartKarrot

NOVEMBER 4, 2020

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. MORE

Customer effort industry standards SaaS Customer centricity 52

How to Calculate Customer Effort Score to Grow Your Business

ProProfs Chat

FEBRUARY 19, 2021

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. MORE

Customer effort Surveys Wait times Customer Experience 52

Reducing customer effort through advocacy language

Tethr

JANUARY 7, 2019

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. MORE

Customer effort Coaching Metrics Surveys 48

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

MARCH 27, 2020

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. There is a little more to this story as they are eagerly seeking a memorable experience. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status. MORE

Customer effort Surveys Customer retention Metrics 40

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

Tethr

SEPTEMBER 15, 2020

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. MORE

Customer effort Metrics Surveys Marketing 62

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

TechSee

OCTOBER 5, 2020

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. MORE

Customer effort Metrics Customer centricity Surveys 119

More Customer Effort Drives Customers Away - Transforming the Customer Experience

Kristina Evey

MARCH 27, 2018

More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you? It goes back to the premise of the Customer Experience being more impactful when you deliver what was promised without the customer having to worry or perform any of your responsibilities. MORE

Customer effort Customer Experience Management 48

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

FEBRUARY 15, 2018

Because the truth is, your self-service experience probably isn’t as good as it could be. 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. You’re Making Them Search (and the Search Experience Stinks). MORE

Customer effort Self service Customer Support Customer Experience 73

Using Customer Effort Insights to Build Experiences People Love

Nicereply

APRIL 21, 2020

Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it. Despite the fact that 80% of organizations use Customer Satisfaction as a way of gauging their customers’ experiences, there are a number of measurements beyond CSAT that can give you an even better picture of how customers are feeling. Meet your customers where they are. Customer Success MORE

Customer effort Multichannel Metrics Personalization 58

Grounds for investing more in customer experience

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. So are you investing enough in the customer experience? A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent. MORE

Customer Experience Metrics Enterprise Analytics 72

Customer Effort Score: The New Experience Metric

Answer Dash

NOVEMBER 27, 2018

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? MORE

Customer effort Metrics Chatbots Surveys 64

Reducing Customer Service Friction

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. MORE

Customer Service Accountability Customer effort Contact Center 170

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

NOVEMBER 16, 2018

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. MORE

Customer effort Wait times Journey mapping Customer centricity 44

4 Ways To Avoid a Disjointed Customer Journey

Interactions

OCTOBER 8, 2020

Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience MORE

Customer Experience Chatbots CRM Marketing 62
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Remove Customer effort Remove Customer Experience Related Topics
First call resolution Metrics Average Handle Time Surveys Self service Benchmark Journey mapping Feedback Wait times Automatic Callback More Related Topics >

What is Customer Effort Score?

Babelforce

JANUARY 19, 2021

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?

Customer effort 52
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Customer effort Surveys Benchmark Self service 52

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

TechSee

OCTOBER 5, 2020

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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Looking to reduce customer effort? Do these three things first

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.

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Customer effort Coaching Surveys Engineering 62

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Customer Effort Score (CES): The Complete Guide

SmartKarrot

NOVEMBER 4, 2020

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.

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Customer effort industry standards SaaS Customer centricity 52

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.

More Customer effort

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

TechSee

APRIL 30, 2019

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?

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Customer effort Self service Interactive Voice Response Metrics 112

Put an end to churn by focusing on customer effort

Tethr

JANUARY 24, 2020

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. CSAT asks customers to rate the quality of their experience with a business, assigning a score to an in-store visit, online shopping event or phone conversation with a customer call center. Enter the Tethr Effort Index.

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Customer effort Metrics Surveys Customer Experience 77

InformaTech

InformaTech

How to Calculate Customer Effort Score to Grow Your Business

ProProfs Chat

FEBRUARY 19, 2021

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.

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Customer effort Surveys Wait times Customer Experience 52

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

Tethr

SEPTEMBER 15, 2020

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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Customer effort Metrics Surveys Marketing 62

Lower Customer Effort, Supercharge Customer Experience

Mindtouch

FEBRUARY 2, 2018

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.

Customer effort 52
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Customer effort Metrics Customer Experience Customer Service 52

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

NOVEMBER 16, 2018

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.

Customer effort 77
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Customer effort Journey mapping Wait times Customer centricity 77

4 Ways To Avoid a Disjointed Customer Journey

Interactions

OCTOBER 8, 2020

Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience

Customer Experience 62
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Customer Experience Chatbots CRM Marketing 62

InformaTech

InformaTech

Put an end to churn by focusing on customer effort

Tethr

JANUARY 24, 2020

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. CSAT asks customers to rate the quality of their experience with a business, assigning a score to an in-store visit, online shopping event or phone conversation with a customer call center. Enter the Tethr Effort Index.

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Customer effort Metrics Surveys Customer Experience 77

Blinded Forever or Is Customer Effort Saved by AI Visibility

CX Global Media

MARCH 27, 2018

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.

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Customer effort Coaching CRM contact center solutions 173

Measuring Customer Effort: The Tethr Effort Index

Tethr

AUGUST 29, 2019

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.

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Customer effort Metrics Surveys Customer Experience 60

Customer Effort Score vs. Customer Satisfaction

Mindtouch

JANUARY 30, 2018

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?

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Customer effort Customer retention Surveys Customer Support 68

More Customer Effort Drives Customers Away - Transforming the Customer Experience

Kristina Evey

MARCH 27, 2018

More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you? It goes back to the premise of the Customer Experience being more impactful when you deliver what was promised without the customer having to worry or perform any of your responsibilities.

Customer effort 48
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Customer effort Customer Experience Management 48

2021 CX Trends: The Tethr Customer Experience Forecast

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020.

Agent Empowerment 76
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Agent Empowerment Self service Customer Experience Chatbots 76

Grounds for investing more in customer experience

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. So are you investing enough in the customer experience? A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent.

Customer Experience 72
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Customer Experience Metrics Enterprise Analytics 72

Customer Effort Score: The New Experience Metric

Answer Dash

NOVEMBER 27, 2018

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?

Customer effort 64
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Customer effort Metrics Chatbots Surveys 64

Searching for Reduced Customer Effort

Mindtouch

MAY 15, 2018

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. Why is the search experience so difficult?

Customer effort 48
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Customer effort Real estate Engineering Education 48

CX Beat: Reducing Customer Effort to Improve Brand Loyalty

The Center for Client Retention

NOVEMBER 6, 2017

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.

Customer effort 52
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Customer effort Technology Personalization Marketing 52

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

FEBRUARY 15, 2018

Because the truth is, your self-service experience probably isn’t as good as it could be. 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. You’re Making Them Search (and the Search Experience Stinks).

Customer effort 73
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Customer effort Self service Customer Support Customer Experience 73

Using Customer Effort Insights to Build Experiences People Love

Nicereply

APRIL 21, 2020

Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it. Despite the fact that 80% of organizations use Customer Satisfaction as a way of gauging their customers’ experiences, there are a number of measurements beyond CSAT that can give you an even better picture of how customers are feeling. Meet your customers where they are. Customer Success

Customer effort 58
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Customer effort Multichannel Metrics Personalization 58

Customer Experience AI requires substance

Tethr

APRIL 9, 2020

Intelligent routing and online customer support are just some of the ways these kinds of advances enhance customer self-service while updating the customer experience. The point is, when AI isn’t able to appropriately respond to a customer’s needs, it is increasing the amount of effort customers exert in order to get their needs met. The problem is that there are AI experiences more focused on form than on the quality of the experience.

Customer Experience 68
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Customer Experience Scripts Analytics Self service 68

5 Customer Effort Villains and their Kryptonite

Kayako

NOVEMBER 9, 2018

Unguided Experiences. Wounded Agent Experiences. 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. We know that the more effort a customer has to exert, the more likely they are to churn.

Customer effort 49
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Customer effort B2C B2B Customer retention 49

How to provide an effortless customer experience

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. Limited edition or not, it’s just not worth the effort. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes.

Customer Experience 166
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Customer Experience Wireless Customer effort Self service 166

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

MARCH 27, 2020

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. There is a little more to this story as they are eagerly seeking a memorable experience. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status.

Customer effort 53
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Customer effort Surveys Customer retention Metrics 53

Stop Trying to Eliminate Customer Effort

Sampson Lee

APRIL 9, 2017

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. It would generate three negative consequences: Drive a disremembered experience. Reduce customers’ pleasure. Article Customer Experience Customer Journey Customer Loyalty Customer Strategy Editor's Pick

Customer effort 54
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Customer effort Metrics Customer Experience 54

Reducing customer effort through advocacy language

Tethr

JANUARY 7, 2019

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.

Customer effort 48
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Customer effort Coaching Metrics Surveys 48

Reducing Customer Service Friction

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].

Customer Service 170
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Customer Service Accountability Customer effort Contact Center 170

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. This week we feature an article from Joseph A.

Customer Experience 168
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Customer Experience Consulting Consulting Technology 168

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

PeopleMetrics

OCTOBER 19, 2015

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?

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Customer effort Metrics Construction Call Center 83

Want to Reduce Customer Effort? Start With Hierarchical Content Structure

Mindtouch

MAY 22, 2018

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.

Customer effort 56
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Customer effort Construction Self service Government 56

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

NOVEMBER 16, 2018

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.

Customer effort 44
More
Customer effort Wait times Journey mapping Customer centricity 44

What is Customer Effort Score and How is It Measured?

Mindtouch

MARCH 2, 2018

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.”

Customer effort 52
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Customer effort Metrics Self service Surveys 52

5 ways to improve your customer experience with conversation intelligence

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Without listening to our own customers’ feedback, Tethr wouldn’t be the enterprise listening platform it is today. Wait, what is ‘customer experience’?

Customer Experience 66
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Customer Experience Coaching Metrics Sales 66

How to Track Customer Effort for Every Transaction

Kayako

APRIL 25, 2017

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.

Customer effort 67
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Customer effort Surveys Engineering Customer centricity 67

Reducing customer effort: The essential step most companies miss

Tethr

JANUARY 7, 2019

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.

Customer effort 55
More
Customer effort Coaching Metrics Surveys 55

An Introduction to Search Reporting, Your New Customer Effort Hack

Mindtouch

FEBRUARY 28, 2018

User experience. Specifically, the search experience. Search reporting is the process of monitoring search behavior data to find actionable insights that can help improve the user experience. Search reporting is the process of monitoring search behavior data to find actionable insights that can help improve the user experience. Well, plenty of knowledge base search experiences are … well … bad. Increases ticket volume and customer support costs.

Customer effort 52
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Customer effort Engineering Customer Support Self service 52

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

Customer effort 60
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Customer effort Metrics Personalization Contact Center 60

The CES Guide: What Is a Good Customer Effort Score

ProProfs Chat

MARCH 27, 2020

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. There is a little more to this story as they are eagerly seeking a memorable experience. Brands that have been quick to shift their focus to customer experience have rocketed to iconic status.

Customer effort 40
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Customer effort Surveys Customer retention Metrics 40
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