Visionary leaders turn to unstructured data analytics to lead the way in 2021
At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the…
The most direct cause of customer loyalty is…
We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that…
June podcast roundup: Measuring customer effort
We’re halfway through our latest podcast series! If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer…
How to improve the customer experience in 3 simple steps
It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience. Lowering the effort required to do business with your company can…
Understanding your customer effort score (and how to improve it!)
We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience, and our own effort measurement score,…
Struggling with your customer feedback survey? Try this instead
Are your survey response rates way, way down? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and…
May podcast roundup: The origins of customer effort
Exciting news! We’re on podcast #2, this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens”, Chief Research & Innovation…
Omnichannel customer service, explained
You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. And you’ve probably at…
Want to be known for good customer service? You have all the data you need already
As customer experience (CX) aficionados and followers of The Effortless Experience methodology, you’re familiar with the value of good customer service. You may even have the best techniques memorized: advocacy,…
Quality comes first: The Tethr alternative to real-time call center guidance
When faced with the problem of real-time in the call center, our research and data analysis experts have created an elegant solution. We believe that contextual insight quality should take…