Are you tracking your customer effort score? If not, maybe you should. Many service leaders prefer this key performance indicator (KPI) over tried-and-true metrics like customer satisfaction, Net Promoter Score, and customer retention. That should come as no surprise. Our research shows that customers place a premium on ease and convenience: 61% would rather use self-service … [Read more...] about What’s Your Customer Effort Score? Here’s How To Measure It — and Why