customer effort

Proving the ROI of Reducing Customer Effort

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020.

As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI.

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Humanizing Automation to Help Employees Work Smarter Not Harder

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

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CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
 
There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is crisis ready? (Employee experience, too! This post applies to both!)
 
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