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The Cost of High Customer Effort

CSM Magazine

In each case, it’s easy to see how a customer might feel they have to try too hard to do business with you. High customer effort often means bad customer experience. Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line.

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The Definitive 2021 Guide to Customer Effort Score

Nicereply

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. What is Customer Effort Score (CES)?

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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. In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. Order history.

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5 Top Customer Service Articles of the Week 5-16-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

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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. Because of the effort customers have to go through to get their problems resolved—e.g.,

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Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

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Reduce Customer Effort, Increase Loyalty: A Recipe for Growth

GetFeedback

Fixing problem areas in your customer experience can yield the greatest benefits, including increased growth around revenue and customer advocates. In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship.