Customer Effort Index – January 2021

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You Keep Me Hanging On – White Paper

Brands are still getting the basics wrong when it comes to customer interaction. This not only creates dissatisfaction but, more importantly, it builds a sense that a brand is ‘being difficult’.

New research covering over 27,000 brand interactions has enabled us to develop a sophisticated model of ‘customer effort’ which helps brands understand how improvements of interaction can impact customer loyalty. Download the free white paper to learn more