CES: the metric that tracks what your customers won’t say out loud
Le Customer Effort Score mesure à quel point il a été facile pour un client d’accomplir une tâche ou de résoudre un problème. Introduit en 2010 par une étude publiée dans la Harvard Business Review, il repose sur une idée contre-intuitive : ce qui fidélise les clients, ce n’est pas de les enchanter, c’est d’éviter […]
Silent Churn: When Your Customer Disappears Without Complaining
5 out of 26 dissatisfied customers never complain. They leave. Here is what silent churn is, how to detect it, and why your outsourced customer service is your strongest weapon to get ahead of it. Share on Table of contents Silent churn refers to the phenomenon by which a dissatisfied customer gradually stops engaging with […]
Live Chat and Conversational AI: The Complete Guide to Transforming Your Customer Relationship
This guide gives you the keys to building a successful chat strategy—from human-AI hybridization to the optimization of your customer journeys. Share In a context where 72% of customer interactions now take place through digital channels (compared with just 11% in 2017), live chat has become a powerful differentiator. But between technology and human connection, […]
