Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders
Wootric
DECEMBER 8, 2019
It almost serves as an early warning system for our customer success team by flagging issues (local issues, training, things within our system, etc.) Jeff Shah , Executive Director of Customer Care at The NewYork Times, began using the CES metric at The Times about a year ago and he is excited about what he has seen so far.
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