Improve the Customer Experience by Reducing Customer Effort

On-Demand | 1 hour
Discussion Topics:
  • The relationship between effort and traditional service measures (e.g. loyalty, CSAT, cost, etc.)
  • The key drivers of customer effort ("do" vs. "feel")
  • The best questions you should ask to capture customer effort in your voice of the customer (VOC)
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Hosted by
Sarah Dibble,
Executive Advisor
Lauren Villeneuve,
Executive Advisor

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