Customer Experience with Tethr

Join and Matt and Ted for an exploration of frontline control, the fourth pillar of effort reduction. In this episode you'll learn what this pillar is all about and how we see companies using technology to the good and the bad to manage reps and create a contact center culture.

In this week's episode, Matt and Ted dig into the third pillar of an effortless experience: experience engineering. Learn how to modernize one of the biggest opportunities for CX and service improvements: managing the perception of effort.

When the original research on customer effort was done, we found that THE single biggest driver of customer effort was repeat contacts (when a customer has to call in more than once to solve an issue). In this episode, we introduce some interesting new analyses on this problem and present a different way to think about how to solve this major issue that many companies are still facing today.

It's time to unpack the first pillar of a low-effort experience: channel stickiness. Tune in to learn what "good" looks like in this pillar and explore what Tethr and other companies are doing with modern technology to create that low-effort experience.

Join Matt and Ted for a discussion on the technology advances that help businesses measure and understand concepts like customer effort. Explore the Tethr Effort Index (TEI) and learn how AI and machine-learning can surface valuable insights from previously unstructured data.

Measuring customer experience is critical, but with several methods to choose from, how do you know which score to focus on? Today Matt and Ted examine the differences between NPS, CES, and CSAT and discuss which one is actually "the best."

There's a specific way to think about how customer loyalty works using a 4-cell framework. Listen in to learn how different levels of customer effort and product stickiness affect loyalty. 

When customer effort was first studied, three big findings quickly surfaced that changed how we think about the customer experience forever. Listen to this episode to hear about the big 3 and their impact on CX and service.

Take a dive into the original research around customer effort and learn where the concept came from and why the team decided to study it.

Welcome to an all new series from Tethr's Matt Dixon and Ted McKenna. Check out this introduction to our series on Customer Effort and learn why we decided to record this season, who it is for, what you will learn from it, and more.