Hello Customer

JANUARY 6, 2022

The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. It measures how much effort a customer has to put in to use a product or service, acquire information about its usage, or address a problem. Wondering how you can do that?

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. For example, reducing customer effort in self-service options and streamlining the live call experience. But what is the Customer Effort Score ?

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62

Alida

NOVEMBER 10, 2016

In this blog post, we examine the pros and cons of NPS and explore ways you can get more out of this important metric. What is a Net Promoter Score, exactly? NPS also differs from customer effort score (CES), a metric introduced by a group of Corporate Executive Board researchers in 2010.

Net Promoter Score 208

Net Promoter Score NPS Metrics Measurement 208

inQuba

APRIL 24, 2022

The resultant NPS scores are also frequently used to indicate satisfaction or relationship health. The loyalty metric has been broadly adopted due to this simplicity and the appeal of NPS benchmarks across industries. In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2.

Net Promoter Score 52

Net Promoter Score NPS 2003 Measurement 52

Beyond Philosophy

NOVEMBER 10, 2022

As you know, on another podcast, we hosted the president of the American Customer Satisfaction Index (ACSI) , where he shared that between 2010 and 2019, only one-third of organizations improved their Customer Experience. Chance says research shows that making things easy for customers is an essential and underused marketing metric.

Seminar 78

Seminar Books Effort Score 2010 78

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.

Net Promoter Score 59

Net Promoter Score Contact Center Omnichannel Effort Score 59

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.

Net Promoter Score 48

Net Promoter Score Contact Center Omnichannel Effort Score 48