Voice of the Customer

Measuring customer effort is not enough | Ipsos
Customer Experience Publication

Putting in the Effort: Why treating customers fairly is key to business success

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.
Customer Satsisfaction Publication

Understanding Customer Relationships

Relationship marketing is a useful concept for understanding customers, but this paper looks at customer relationships from a different - and more holistic - perspective . It examines the extent to which the metaphor of personal relationships can be applied to interactions between individuals and companies, focusing on the customer relationship from the viewpoint of the customer rather
than the supplier .
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