Over the summer we introduced the Customer Effort Assessment - CCC’s newest premium diagnostic offering. In response to your peers’ requests to better understand how to effectively reduce effort in their service organizations, the Customer Effort Assessment helps you:
- Get a view into your customers‘ service journey by channel to understand customer channel behaviors and channel-hopping behaviors
- Deep dive into each channel to hear directly from customers what is causing them high effort
- Benchmark yourself against your peers (shortly other data cuts that you can use to track your progress over time).
The response to this offering has been overwhelming – more than 25 member organizations are participating and the first cohort has gotten the first crack at reviewing their custom report results.
I’ve had the privilege of reviewing these first few reports and working with several of the companies to interpret their findings. Their feedback has been constructive and positive – we’ve made changes to survey questions and presentation of the results, with some members calling the results ‘insightful’ and ‘actionable.’
Take the example of two companies – it’s a bit of a tale of two cities if you will. Both took the Customer Effort Assessment, but came to some very different insights: Read More »