The Customer Effort Score (CES) quickly became a popular metric for Customer Experience (CX) programs after its launch in 2010–and for good reason. CEB Global, the firm that created the CES methodology, reports that 96% of customers reporting high-effort...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price. Today’s customers are likely to receive a survey request every time they come in contact with a brand—and that can happen from a few to dozens of times each day....
