Tethr® + CEB Effortless Experience™
Real-time customer experience insights for better loyalty.
“Tethr dramatically improves CEB’s ability to help organizations deliver low-effort customer service and complements our Effortless Experience™ offerings. Tethr’s artificial intelligence provides real-time insight into customer effort, enabling companies to make immediate changes to the agent behaviors and processes that affect loyalty.”
Group Leader and Effortless Experience Author
So, what is effort?
Effort is the best transactional loyalty metric for the customer service organization
It serves as an excellent leading indicator of customer intent to repurchase and increase spend, as well as actual word of mouth. Delighting customers doesn’t build loyalty; reducing their effort to solve their problem does.
Contact centers drive disloyalty – not greater loyalty.
Despite contact centers’ attempt to improve the customer experience, customer loyalty remains flat because service quality initiatives ignore the primary driver of disloyalty; customer effort.
Customers are four times more likely to become disloyal after a service interactionSource: CEB
Customer effort is proven to drive disloyalty.
Reducing effort reduces cost.
Focusing on cost or service is a false trade-off.
Customers with low-effort service experiences cost less to serve.
Decades of CEB research and human intelligence working with advanced artificial intelligence.
Tethr’s AI has been trained to think like CEB, surfacing insights that help you pinpoint and prioritize issues causing the highest effort for your customers.
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Learn more about CEB and the Effortless Experience™