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(CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. State of the In-Store Experience [2021] by Bobby Marhamat. Go to The Customer Focus to learn more about our customerservicetraining programs.
My Comment: Your website is a powerful opportunity to deliver a better customerexperience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C onlineexperience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.
4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their onlineexperiences to be convenient and fast, with their questions answered and their goals accomplished.
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