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 […]
Making Life Difficult
In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]