Customer Service
Stop Trying to Delight Your Customers
Delighting customers doesn't build loyalty. Reducing their effort does. Diagnose your performance and read the article in Harvard Business Review.
New Data, Insights, and Tools
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.
Personality-Based Customer Service
See how our tools and workshops arm reps to tailor the customer experience in the moment to different customer preferences.
Coaching Pulse Survey
This survey provides members with a "health check" for determining how effective their supervisors are at coaching.
Customer Preference Toward Self-Service
Read about the increasing appetite for self-service and what that means for your operations.
Is your organization ready to start challenging customers?
Read the new e-magazine.