Customer Service
Stop Trying to Delight Your Customers
One Year Later
Learn how two companies successfully put the idea of low customer effort into practice. Read our article in the Harvard Business Review and join our webinar on 2 February.
New Data, Insights, and Tools
How Do You Compare Against Your Peers?
The results of our annual benchmarking survey allow you to compare your performance against industry peers to help you prepare for 2012.
Customer Effort Score (CES)™
Learn about a new metric that is a far better predictor of loyalty in customer service interactions than either CSAT or NPS®. It is based on a single question that determines the degree of required customer effort during a service request.
The Next Era of Service and Support
What does the next era of service and support hold? And how should you prepare for it? Read how we view the changing world and what it means for customer service professionals in the new year.
Coaching Pulse Survey
This survey provides members with a "health check" for determining how effective their supervisors are at coaching.
Order your copy of the book and take our readiness diagnostic.