5 Ways To Improve Your Customer Effort Score

If customers are having a hard time getting their questions answered they will switch to a different provider, so it is essential you work to reduce customer effort. In order to do this, it is

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How To Build Successful Customer Effort Score Surveys

Customer Effort Score (CES) surveys are a great way to identify where customers might be experiencing high levels of effort with your organisation which can impact on customer loyalty. These surveys should be sent directly

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Customer Effort Score or Customer Satisfaction?

Introduction To Customer Effort Score Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer

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What Is Customer Effort Score (CES)?

What is Customer Effort Score? Customer Effort Score is a metric that customer service teams often use to understand and evaluate how easy customers thought it was to get a resolution to their recent contact.

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How To Create a Successful Customer Experience Measurement Program

If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a

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Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and

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NPS, CES & CSAT: What’s The Difference?

When it comes to measuring customer satisfaction, there are three main stalwarts that most companies turn to. Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). So what does each of

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What Makes a Good CX Strategy?

In our previous post we went in detail around what cx metrics are available and which would be right for your business. This week we wanted to look more at what makes a good cx

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Choosing The Right CX Metrics For Your Business

First of all, let me just point out that there is a lot more to customer experience than simply measuring a score. CX metrics are an important tool to help you improve your business but

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