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Customer Effort Score and digitization: fewer clicks, more satisfied customers
December 1, 2025Introduction In a time of digital transformation, customers expect speed and convenience. They want to complete tasks without cumbersome processes or lengthy contact with employees. This is where....
Why a low CES is more rewarding than a high NPS
November 24, 2025Introduction The Net Promoter Score (NPS) measures customer loyalty and likelihood of recommendation, while the Customer Effort Score (CES) measures how easily customers achieve their goals. Many companies focus heavily....
CES in practice: 5 examples from different sectors
November 17, 2025Introduction The Customer Effort Score (CES) measures how easy it is for customers to achieve their goals, such as buying a product or solving a problem. CES is a powerful indicator....
Storytelling as a means to increase customer value
November 10, 2025Introduction In a world of similar products and services, storytelling is becoming a powerful strategic tool. Customers remember stories better than facts or figures. By using stories intelligently in....
From measuring to managing: how customer experience KPIs drive your strategy
November 3, 2025Introduction Many companies measure customer experience, but do not know how to strategically use the results. Collecting data such as NPS, CES or customer satisfaction surveys is useful,....
Customer value segmentation: focus on the right customers
October 27, 2025Introduction Not every customer provides the same value. While some customers return regularly and are loyal, others contribute only minimally. By segmenting customer value,....
Emotion as a driver of customer experience: what does psychology say?
October 20, 2025Introduction Customer experience is not just about speed, convenience or price. Emotion plays a crucial role. Research shows time and again that people make decisions based....
Improve customer experience with omnichannel strategies
October 13, 2025Introduction The modern customer is demanding. They switch effortlessly between channels: sometimes through the website, other times through an app, social media, phone....
From feedback to action: how to turn customer insights into growth
October 6, 2025Introduction Companies invest a lot of time and money in collecting customer feedback. NPS surveys, CES measurements, customer satisfaction surveys: there is no shortage of data. Yet one question....
