“Have I fully resolved your issue today?” In the book, The Effortless Experience, my CEB (now Gartner) co-authors and I argue that this question is, hands down, the worst question a service rep can ask a customer. This is unfortunate because, as you’re reading this post, chances are pretty good that your reps are asking […] Read More
In this presentation from the 2019 Qualtrics X4 Summit, Tethr’s Chief Product and Research Officer, Matt Dixon provides an overview of the research behind The Effortless Experience.
At Tethr, we talk a lot about reducing customer effort and the research that went into The Effortless Experience. Our Chief Product & Research Officer, Matt Dixon, wrote the book on it (literally) and we invested in training the Tethr Platform to essentially listen to your customer calls like Matt’s researchers would at scale. We […]
The research that eventually became The Effortless Experience began in late 2007 and our research team at CEB presented our first set of findings—specifically that companies are far better off trying to eliminate effort from the customer experience than trying to “wow” and delight their customers—to a group of 25 CX and service leaders in […]
So far in our Listening Enterprise series, we have mostly outlined assumptions that “listening” organizations avoid. Our last marker is the opposite – or perhaps the lone exception, depending on how you look at it – about the one abiding assumption nearly all of the best “listening” organizations make: the status quo is always untenable. […]
On the face of it, the job of any CX leader is pretty straightforward: to measure, understand and close the gap between the company’s brand promise and the experience of its customers. As any CX leader will tell you though, this is a lot easier said than done. Across more than 15 years of studying […]
So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? How do you know what to change to produce a better outcome? At Tethr, we help customers address this problem every day, so we wanted to […]
We are very excited to announce the general availability of Conditional Categories – a new, powerful capability within the Tethr platform that enables innovative enterprises to gain deeper contextual understanding of the complex interactions happening with their customers. With Conditional Categories, users can now use time-based sequencing to drill down into specific interactions between agents […]
In my last post I wrote about some of the fascinating work going on at our company, Tethr, to define and expand on the concepts from our original research in The Effortless Experience. When we did the research that went into the book, we relied on surveys (collecting data from a few hundred thousand customers […]
In the first few posts of our Listening Enterprise series, in which we are outlining the difference between “listening” and “telling” organizations, we detailed a few key ways in which listening organizations are uniquely suited to spot where even long-held assumptions may be wrong. The first clear marker of what we’ve come to call a […]