Weekly or more frequent postings on customer experience and customer-centric business strategy. Sign up for our newsletter to be informed whenever there is new content. Use the icons on the left to share content with your friends and colleagues.
The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]