Customers are seldom looking to be "wowed" by a business. Instead, they are looking for the easiest solution to get a problem solved. Customer Effort Score, or CES, is a key indicator of customer effort levels so you can understand where your service team needs to reduce friction. Mitigating customer effort not only improves the customer experience but also increased loyalty. Join this session to learn how you can automate CES surveys at critical touchpoints along the customer journey and explore ways you can harness powerful CES feedback to take intelligent action. We'll also be joined by Brett Frazer - Head of Customer Service at Sun Basket - to discuss how his team uses CES to not only improve the customer experience but also drive customer retention and growth.
High Tech,Operations,Service & Support,Customer Engagement,Enterprise Business,digSpeakAllDF2019,
Customers are seldom looking to be "wowed" by a business. Instead, they are looking for the easiest solution to get a problem solved. Customer Effort Score, or CES, is a key indicator of customer effort levels so you can understand where your service team needs to reduce friction. Mitigating customer effort not only improves the customer experience but also increased loyalty. Join this session to learn how you can automate CES surveys at critical touchpoints along the customer journey and explore ways you can harness powerful CES feedback to take intelligent action. We'll also be joined by Brett Frazer - Head of Customer Service at Sun Basket - to discuss how his team uses CES to not only improve the customer experience but also drive customer retention and growth.
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