Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders
Wootric
DECEMBER 8, 2019
Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. In the book The Effortless Experience , Matt Dixon and his coauthors lay out research results that are surprising. Why Focus on Effort?
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