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The Four Components of Customer Effort

Posted by Emma Rudeck

According to the Henley Business School, customer effort is, “A customer’s perception of the amount of time and energy that they have to spend in an encounter with a brand/an organisation”.
Read More April 4, 2016

Topics: Customer Effort

Customer Effort & Engagement: How Do You Measure Up?

Posted by Maria Gray

Everyone knows that satisfied customers are vital to the success of any business in today’s market place, and the contact centre is no different.
Read More December 9, 2015

Topics: Customer Engagement, Customer Effort

Four Characteristics of High Performing Service Organisations

Posted by Bob Winnington

We all know the benefits of providing excellent Customer Service, but what are the key characteristics of high performing service organisations?
Read More March 17, 2015

Topics: Contact Centre, Customer Satisfaction, Customer Effort

Effortless Customer Engagement...

Posted by Mike McMaster

Or 80% of calls answered in less than 5 minutes? Nothing in life is certain except death and taxes. And the latter can drive you to yearn for the sweet release that only the former can bring.
Read More November 11, 2014

Topics: Blog, Customer Engagement, Customer Emotion, Customer Effort

Our latest on-demand webinar: Tracking Customer Sentiment, and Acting on it
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