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Do You Need To Measure Customer Effort?

Customer Effort is a relatively new metric, but it is gaining in popularity as a headline metric and an effective measure of customer loyalty. If you are easy to deal with – customers are likely to come back.

Chris Elliott is a big advocate of Customer Effort, in this webinar he will talk about the pros and cons of the metric and how it can add a different perspective to your customer research.

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Webinar host:

Chris Elliott

Client Manager @ TLF Research

Working for TLF Research for the last ten years, Chris believes that customer satisfaction research is really simple to do, but really easy to get wrong.  It might be boring, but it really is all about the basics; great, actionable research about doing the ‘right’ things – asking the right questions, to the right people, in the right way.  Chris has used this approach with the many clients he has worked with over the years, across many sectors, and has always promoted this approach via the many training course, webinars and seminars he has hosted over the years.

Outside of work, Chris is a keen golfer and a ‘middle aged man in lycra’ – i.e. keen cyclist.

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Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!