Measuring Customer Effort In this episode, we take the next step in the conversation we started last week about boiling customer frustration and what it means in reading the organization’s relationship radar.

Today we focus on Customer Effort Scoring — a practical way to see where people are running into friction and operational hurdles long before they turn into a reputational issue.

CES helps teams see the incremental operational hurdles that show up in aggregate as overall poor customer satisfaction. When organizations use CES well, they can help reduce customer effort and create a smooth and positive customer experience. And that generates return business, referrals and revenue generation.

Listen in today and learn how CES is an excellent tool to add to your relationship radar system.

DOWNLOAD: FREE GUIDE - 8 STEPS TO MEASURE CUSTOMER EFFORT

BONUS RESOURCE:

If you’re new to IT’S A PR THING or if you’re looking for a proven path to make your PR team more effective, check out the free resource: 10 Strategies to Transform Your PR Function. It’s a collection of deeper-dive episodes organized to help you rethink how you implement PR in your job everyday. Click the link above and download the free resource.

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HOST BIO https://www.audible.com/author/Stephanie-McFarland/B00YNFH16E