During our month focussed on research, I’m happy to welcome back guest blogger, Annette Franz, to talk about customer effort. I’ve posted previously on Customer Effort Score (CES), so it’s interesting to hear Annette’s experience and practical applications… There’s been a lot of debate about Customer Effort Score (a metric developed by the Corporate Executive Board’s Customer Contact Council), especially relative to Net Promoter Score, about whether it’s an effective.. Read More