As a keyed in customer service leader, you are constantly looking for ways to measure and improve customer experience. Perhaps you have heard of the CES metric, and are considering implementing Customer Effort Score for your team. Let’s talk about what it is, how it can improve your service offerings, and the steps to get you started with CES in your organization.
http://customerthink.com/implementing-customer-effort-score/
Metrics, metrics, metrics. The word gets thrown around a lot. How do we establish and define them, let alone use them? And which metrics are actually useful and yield the best results for our businesses?
All hail the Customer Effort Score (CES)!
Customer Effort Score, established in the HBR article “Stop Trying to Delight Your Customers” is a metric that allows companies to determine how to reduce the amount of effort customers have to put in to achieve their intended goal. Businesses measure CES by asking just one question: “How much effort did you personally have to put forth to handle your request?”
The HBR study led to the development of CES because of these two conclusions: First, customer loyalty is built by reducing effort—defined as the work they must do to get their problem solved—not through over-the-top customer service. Second, focusing on reducing effort alone can lead to lower customer service costs and higher customer retention. By assigning ratings from 1 to 5, with 5 representing very high effort, CES measures the effects of how companies can create a more effortless customer experience.
http://customerthink.com/make-it-easy-how-to-improve-your-customer-effort-score/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
Let’s take a look at how they’ve experienced the Mopinion software thus far…
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
Customer Effort Score (CES) is a customer satisfaction metric that is widely used in the feedback world. In essence, CES measures the ease of an online experience. This is done by asking the customer directly how much effort it took to achieve their goal on your website. It serves as a great way of discovering bottlenecks in the digital customer experience and helping you recognise your weaknesses. So how can you collect this feedback effectively?
In this article we will evaluate CES (as a customer satisfaction metric) as well as outline several feedback form templates you can use for collecting CES. Note: CES measures effort both on- and offline, however, this article focuses purely on digital CES.
https://mopinion.com/online-feedback-form-templates-customer-effort-score-ces/
