More than any individual interaction, the customer effort defines overall customer loyalty. If customers are forced to put in a lot of effort, they’re 96% more likely to be disloyal. It makes sense. Customers value their time and their peace of mind, and their favorite companies and brands respect and protect that.
Customer Effort Score
How easy was it for your customers to meet their needs?
Customer Effort Score (CES) is a simple, profound measurement, revealing areas in the journey where customer effort can be lessened and satisfaction increased by more efficient workflows, providing easier access to information and support, anticipating questions, offering smart solutions and self-service options, and creating continuity across channels.If customers are forced to put in a lot of effort, they’re 96% more likely to be disloyal. Click To Tweet
If you can succeed in making it easier for customers to solve their issue, you’ll be rewarded with their loyalty far more than if you managed to delight them every now and then, but regularly wasted their time.
Sogolytics CX incorporates CES as a pillar of our platform. Apply CES as part of your customer service management strategy to identify issues and target solutions where they will have the most impact. Join us for a demo to learn more about building customer loyalty.