Customer effort vs customer satisfaction: 3 tips to improve every customer engagement
Everyone knows poor customer experiences negatively impact customer loyalty, brand image and an organisation’s bottom line. With this in mind, businesses strive to not just meet, but exceed customer expectations.
According to Forrester Research, Inc., more than half of customer service decision-makers want to deliver customer experiences that are the best in the industry. But is a customer experience that just meets expectations good enough?
In this insight find out:
- Why you should help customers help themselves
- Why personalisation will become critical in customer service
- How to serve customers where they ar