The weighting table before and now is shown below
Posted: Sun Dec 22, 2024 4:08 am
This needs to be measured. If we agree that building loyalty with a B2B customer by making their life easier is a B2B or Industrial customer experience, then there is an index to measure it: the Customer Effort Score or CES.
What is CES?
Pure common sense. It is a Customer Experience indicator kuwait phone number owner that is based on asking the customer about the level of effort it takes to work with a particular supplier. It is a single question: “ How much effort did it take you… for example: to do a task, use this process or solve this problem or simply work with someone specific?”
The question has recently been rephrased at a CES 2.0: To what extent do you agree with the following statement: “the company has helped me to…?”
Dividing the sum of the scores by the number of responses gives the CES and compares it with that of previous years or different segments, for example.
The fact that a client has been with you for many years does not mean that they are loyal. Perhaps they have not considered or are not used to considering changes. All that is needed is for a market shock, a generational change in people or an incident to make them change their behaviour and when they have chosen your competition you will not even notice.
A loyal customer today is a committed customer. A customer who believes, who progresses thanks to you, who feels comfortable with you, but above all, is one who appreciates your attitude and your actions to make their day-to-day life easier and allow them to focus on what they do best or what generates the most value for them.
What is CES?
Pure common sense. It is a Customer Experience indicator kuwait phone number owner that is based on asking the customer about the level of effort it takes to work with a particular supplier. It is a single question: “ How much effort did it take you… for example: to do a task, use this process or solve this problem or simply work with someone specific?”
The question has recently been rephrased at a CES 2.0: To what extent do you agree with the following statement: “the company has helped me to…?”
Dividing the sum of the scores by the number of responses gives the CES and compares it with that of previous years or different segments, for example.
The fact that a client has been with you for many years does not mean that they are loyal. Perhaps they have not considered or are not used to considering changes. All that is needed is for a market shock, a generational change in people or an incident to make them change their behaviour and when they have chosen your competition you will not even notice.
A loyal customer today is a committed customer. A customer who believes, who progresses thanks to you, who feels comfortable with you, but above all, is one who appreciates your attitude and your actions to make their day-to-day life easier and allow them to focus on what they do best or what generates the most value for them.