The fact that we should stop trying to delight our customers have been known for a decade now. But what is wrong with trying to delight our customers? Well, nothing per se, except that´s not necessarily what customers want.
Using an example form real life, I will show why a good CSAT score doesn’t necessarily means that your customers will come back, or prefer working with you. Most our customers are time deprived and they want simple and effortless interactions. And thus, the Customer Effort Score might be a better metric. Join this session for run through of the most used CX metrics.
Listen to industry leader:
- Tommy Kok Annfeldt, Associate Director 3rd Party Digital Media & Innovation at Biogen
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