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The #SmartBusiness Blog

Customer Effort Measure – A Leading Indicator of Competitive CX

Developing a customer effort measure for each step in the customer buying journey and tracking it over time enables you to find and fix breakpoints, ultimately improving CX. A customer effort score (CES) measures how much effort (easy or hard) it takes for customers to interact with your organization. Create a CES score in 4 steps and use it as a meaningful leading indicator of customer experience and impacts customer satisfaction, retention, and loyalty.

Tuesday, February 7th, 2023

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