Webinar: Why “Low Customer Effort” is the New Black - 7.ai - ContactCenterWorld.com Blog
The customer service metrics, CSAT and NPS are familiar friends to most of us in the industry. But the best predictor of customer intent to repurchase is the Customer Effort Score (CES). Low customer effort is the new black.
The negative impact of high customer effort to a company’s repurchase, share of wallet, word of mouth and loyalty is staggering. Customers don’t want to have to repeat themselves as they hop from channel to channel. Customers want an experience which is personalized, contextual, channel- agnostic and on their terms.
The old approach of managing customer experience as a standard serial process just doesn’t work in the digital age. Customer journeys have become so complex that trying to create a process for each potential customer journey has become unattainable.
Luckily, the steps you can take to reduce customer effort across channels is more achievable than you may think. By capturing the customer journey in real-time and predicting customer intent, the path with the least effort can be forged in real-time.
Please join me on my webinar on June 2nd, 2016, where I’ll discuss key customer journeys, how to measure the customer effort score for those journeys, and friction points in the customer experience. Learn how to reduce customer effort and increase customer loyalty. Important topics of the webinar are:
- How Customer Effort Scoring (CES) differs from CSAT and NPS and how to measure it
- How to dramatically reduce customer effort and increase loyalty by 10% or more
- How predictive and personalized self-service experiences can improve your CES and your bottom line
Publish Date: May 23, 2016 5:00 AM
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