CSM Magazine

JUNE 19, 2019

Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. From this research a new customer metric Customer Effort Score (CES) was born. Fast forward to today.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

Kustomer

NOVEMBER 25, 2021

I mean, I really look at this as kind of studying a lot of the concepts we brought forth, in Challenger and Effortless but using modern technology and the whole new data set. So, the article you’re referring to, we wrote this article back in 2010. This was a multi-year, probably 10 year plus research effort. Cool stuff.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kustomer

MARCH 12, 2020

Back in 2010 Matt Dixon wrote an article titled “Stop Trying to Delight Your Customers”, that went against all of the strategies companies currently use to create a positive customer experience and motivate meaningful interactions. So, the article you’re referring to, we wrote this article back in 2010. Gabe Larsen: (03:57).

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

Comm100

APRIL 12, 2018

Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Customer Effort Score (CES). The newest metric in our list, CES was developed by CEB Global in 2010 when it became apparent that customer satisfaction was not the primary motivation behind customer loyalty.

NPS 62

NPS Measurement Customer Experience Net Promoter Score 62

Alida

NOVEMBER 10, 2016

NPS also differs from customer effort score (CES), a metric introduced by a group of Corporate Executive Board researchers in 2010. To calculate a CES, brands ask customers a single question: How much effort did you personally have to put forth to handle your request?

Net Promoter Score 208

Net Promoter Score NPS Metrics Measurement 208

Lumoa

JUNE 28, 2018

The Net Promoter Score (NPS) is the metric #1 when it comes to Customer Experience Management at HubSpot (here’s why you might also want to implement NPS ), yet Customer Effort Score (CES) or Customer Satisfaction Score (CSAT) are frequently used as well. We're trying to improve our NPS target constantly. Conclusion. “

Customer Centricity 64

Customer Centricity Culture NPS Net Promoter Score 64