Making Every Interaction Count with the Customer Effort Score (CES)
B2B
October 30, 2024 / 3 min read
Topics
Customer Experience
Making Every Interaction Count with the Customer Effort Score (CES)
Ever had an experience with a company that just felt like way too much work? Long wait times, endless steps, or confusing processes can all leave us feeling drained—and we’re not alone! That’s why the Customer Effort Score (CES) has become such a hot topic in customer experience. CES isn’t just another number; it’s all about understanding how easy (or not!) it is for people to interact with your business and why. Let’s dive into how CES works and why it’s such a game-changer for building loyalty and satisfaction.
Why CES is a Game-Changer
Unlike more traditional satisfaction scores, CES zeroes in on a powerful question: How easy is it for customers to get what they need from your company? When people find interactions seamless, they’re more likely to stick around and share positive feedback. But if they have to jump through hoops, they’re probably already halfway out the door. Research backs this up—companies that minimize customer effort see better loyalty and retention rates than those that focus on satisfaction alone.
To learn more about CES, don’t miss our video in the CX Minute series, where Christian Watier explains how this score can transform your approach to customer experience.
