Idea #345
Customer Loyalty: Easy Does It
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Customer Loyalty: Easy Does It
KEY CONCEPT
A number of companies have begun to measure ‘customer effort’ (CE) – how easy (or difficult) it is for their customers to interact with them. The experience of these firms is that CE is worthwhile, offering a good indicator of customer loyalty. Whilst it should not replace other key measures, such as customer satisfaction and ‘net promoter score’ (NPS), it should be considered alongside them.
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Institutions
Idea conceived
December 1, 2013Idea posted
Mar 2014
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