Monetization Nation | with Nathan Gwilliam·Oct 26, 2021How to Reduce Customer and Employee Friction in Our Businesses
Weekly Notes·Feb 21, 2021Customer Effort Score (CES): Questions, answers and some examplesWhat is Customer Effort ?
TechSee·Mar 8, 2020Customer Retention in the Telecom Industry — New ThinkingWith the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high…
TechSee·Nov 19, 2019Crash and Churn: survey reveals the customer service fails that cause attritionAndrew Mort
InEQUESTRIS NewsbyVedrana Kalinić·Aug 14, 2019Why You Should Care About the Customer Effort ScorePublished by Dom Nicastro, June 2019.
Anca Luca·Nov 19, 2017The Effortless User ExperienceThe other days I was reading The effortless experience — Conquering new battle ground for customer loyalty by Matthew Dixon, Nick Toman and…
Jonathan Earle·Jul 8, 2017Reducing customer effort is key to getting the product rightWhen I was in the school cricket team, I used to open the batting with a guy who made batting look simple. It was beautiful to watch and…
Jonathan Earle·Jul 7, 2017Aviva need a new metric — customer effortIf you look in the thesaurus, the word ‘effort’ conjures up the following words that have similar meaning, none of which do anything for…
Scott Davidson·Jun 2, 2017The Importance of “Effortless“’” in Customer ComplaintsRECOGNISING COMPLAINT HANDLING SUCCESS Earlier this year, I was lucky enough to be invited to judge at the inaugural UK Complaints Awards…
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