Support organizations must do more to understand the overall customer experience and how to improve it, particularly for support interactions. A consistent message from TSIA continues to be that members need to measure and reduce customer effort. Customer effort is defined as the amount of effort that customers must expend to do business with, or get support from, a company. TSIA research confirms that the organizations who measure customer effort have higher loyalty and higher overall customer satisfaction. Reducing customer effort is key to driving the customer experience your customers want. Listen to Judith Platz, VP Research, Customer Success and Support during this 30-minute On-Demand webinar during which she will share key practices and metrics for measuring customer effort including:
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VP Research, Customer Success and Support Services, TSIA
Publish Date: August 26, 2016
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