13 February 2014
10 December 2013
Is it the Customer Service Score or the Customer Service Experience?
Posted by The Daniel Group
There is clearly growing interest in improving customer service. You see it in the number of companies promoting their service. You also see it in the number of surveys you get about most anything you buy. But I recently began to wonder if there is more interest in chasing a metric than making significant strides to improve the customer service experience. A few examples to illustrate my point follow:
There is clearly growing interest in improving customer service. You see it in the number of companies promoting their service. You also see it in the number of surveys you get about most anything you buy. But I recently began to wonder if there is more interest in chasing a metric than making significant strides to improve the customer service experience. A few examples to illustrate my point follow:
25 November 2013
Satisfy the customer OR NOT?
For years, companies focused their customer service on one goal: satisfy the customer. When the customer is happy, they'll continue to purchase your products and services, right? Well, maybe not.
As research shows, customer loyalty is not built by pleasing your customers. Rather, loyalty increases when companies reduce the amount of effort it takes for customers to do business with them. Fab.com,the the fastest growing commerce site in the world proved this concept by implementing changes that effective reduced the amount of effort it takes to get their questions answered.
As research shows, customer loyalty is not built by pleasing your customers. Rather, loyalty increases when companies reduce the amount of effort it takes for customers to do business with them. Fab.com,the the fastest growing commerce site in the world proved this concept by implementing changes that effective reduced the amount of effort it takes to get their questions answered.
22 October 2013
5 Simple Strategies to Reduce Customer Effort
We already know that the secret for organizations to increase customer loyalty is by improving the customer experience by focusing on the way customers feel. A key factor in doing so is reducing the amount of effort required by customers to receive the service they expect. Reduced customer effort will lead to improved customer experience and increased customer loyalty, and, as a result, to a higher ROI.
How can this be achieved? Take a look at our five strategies.
Customer Effort Score™ and NPS: Gangnam Style Metrics?
By: Randy Brandt
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally have to put forth in order to handle your request?” the customer is asked, and his/her answer furnishes the basis of the CES score.
Five years later, the buzz around CES is starting to build.
18 October 2013
Ease the customer down the aisle
New research looks at how consumers rate nine grocery retailers in terms of ‘effort to shop’ and finds that the easier the experience, the more likely customers will remain loyal.
The more effort a customer has to put into a dealing with a brand, the less likely they are to be a loyal customer, according to new research. Customers reporting ’low effort experiences’ are more likely to go out of their way to keep using a brand.
Research agency BDRC Continental generated a Customer Effort Score for nine retailers by asking 1,000 customers to rate the ‘effort’ of an experience on a five point scale, where one equals very low effort and five equals very high effort.
30 August 2013
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