In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to […] Read More
Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center […]
Today, we’re thrilled to announce a new partnership with leading voice capture specialist Red Box which will enable us to accelerate and simplify the delivery of our conversation intelligence platform to market. You can read more about the partnership in the press release here. Red Box reliably and securely captures high-quality audio from more than […]
The 20th annual Customer Contact Week conference is upon us. Next week, thousands of customer experience leaders will descend on The Mirage in Las Vegas where they will encounter dozens upon dozens of vendors promising companies the ability to leverage voice data (recorded phone calls, chats, etc.) to surface critical business insights. It’s a compelling […]
The question I am most frequently asked when I present the research from The Effortless Experience is “How should we measure the level of effort our customers are experiencing with our company?” Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original […]
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 […]