Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
Humanising omnichannel means seamless customer journeys are just the start.
How to align brand promise and customer experience for business success
Delivering customer experience in the face of mask wearing
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
Delivering customer experience in the face of mask wearing.
Black Friday 2020 will be like no other. It could make or break retailers’ years. It could mark the death knell of Black Friday itself.
Delivering a Return on Customer Experience Investment: ROCXI.
Quantifying the connection between quality and loyalty in automotive purchase.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
Our new paper explores the latest consumer thinking around the three main mobility trends, their impact on the automotive industry, and what this means for the future.