Customer Experience is the exercise of curating and implementing customer feedback to make sure they stay loyal to your brand and also spread a word about it.
In this insightful webinar, Craig Lee, independent Customer Experience transformist, speaker, advisor and coach shared with the audience the key strategies of customer experience management. He also explained how to successfully transform your business, using one touchpoint at a time.
Craig shared the recent Customer Experience trends that affect the Finance, HR, Marketing, Operations, Customer service and profitability of an organization. He shared the four stages of customer experience plan and the customer experience leaders who outperform the others in the market.
Customer Effort Score (CES) is a type of customer satisfaction survey metric used to measure the level of easiness of a customer’s experience using a single question with a view to induce customer loyalty by reducing customer efforts. Market researchers across the globe focus on innovative ways to measure customer satisfaction with a simple survey and that’s where Customer effort score places itself.
To clear the air around Customer Effort Score (CES) vs Net Promoter Score (NPS), here’s a disclaimer: They aren’t exclusive. They’re actually two scoring models which are complementary to one another as they have different takes on a single entity, customer experience. So it really boils down to what are one’s research goals to determine which one is the right choice.
Customer Effort Score is a measurement parameter to get information about the efforts the customers have to put into your product/service. Lower the effort, the better it is for the credibility of your organization. The results of a CES question gives you insights about how strong or weak your customer service program is and changes in the functioning can be made on the basis of these inputs.