We have been pointed to a reference that we have found very relevant in the digital customer world: the Customer Effort Score, according to its creators, a better indicator of the customer loyalty than the very famous Net Promoter Score (NPS).
After so many years managing the customer experience in complex processe, the idea seems totally credible. It is built after the answers to the simple question: “How much effort did you have to provide to do what you intended to do?”.
Click here for the excellent article from Harvard Business Review.
My heartfelt thanks to Ed Thompson, distinguished analyst from Gartner, that told me about it at the BPM Summit in London, where we went to be awarded for BPM Excellence.