Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]
Who Should You Listen to When the Going Gets Tough?
Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]