Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio that really matters.
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.
New research from Ipsos Loyalty and Cirrus highlights the challenges C-suite leaders face post-recession to build a long-term, sustainable future for their businesses and the role HR departments play in helping them achieve this.
