When I see the acronym CES, I think Consumer Electronics Show. Maybe you do too. There is a new CES in town and it’s making waves. It stands for Customer Effort Score. In this article, John Hooper, from HGS, explains the premise. Rather than focusing on exceeding expectations to build loyalty, companies should make it as easy as possible for customers to resolve issues and get what they need.
Read the full article at the HGS Blog.