Customer Experience, Customer Success, Product Management

CES: New Ways SaaS Companies are Using the Customer Effort Metric ft. @Wootric

Effort. We’re taught to praise it, get really good at avoiding it, and really, would rather do without it. Effort is hard and uncomfortable. As human beings, we’ve designed incredible digital tools to reduce effort as much as possible. Today, “user-friendly” isn’t just a selling point anymore, it’s become a basic expectation among customers – to the point that if a task isn’t intuitively easy to complete, consumers will drop the product and go elsewhere.

Effort is a big deal.

So why are most companies not measuring customer effort, or only relegating it to a customer support metric?

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Previous Post Next Post

You Might Also Like

No Comments

Leave a Reply