In a competitive marketplace, customer experience has emerged as the key driver...
How Managing Customer Effort Score (CES) Can Lead to Increased Revenue
In a competitive marketplace, customer experience has emerged as the key driver for business growth. While all customer experience metrics such as Talk Time, Service Level, and Customer Satisfaction are critical from a day-to-day operations perspective, one metric has a direct influence on the fact that customers will spend more and continue to do so: Customer Effort Score (CES). CES essentially measures the effort a customer has to put in when dealing with a company. Research clearly indicates a strong connection between low CES and higher revenues, as simplification of interactions connects very strongly with loyalty and profitable growth. At
