Metrics
You Know “Customer Experience.” What about “Customer Effort?”
Shep Hyken makes the case that brands should put special focus on customer effort. He writes, “Looking for ways to improve the experience, save your customers time, and be more convenient is part of what will make your customers want to come back.” Of note is the article’s emphasis that reducing “customer effort” tends to increase customer loyalty. Many brands focus on the emotional aspects of CX, but it....