The one metric to rule them all: Customer Effort Score

Launching a new product or service requires tremendous effort in defining the problem, crafting a solution, exploring alternates, and measuring impact. Yet it isn’t rare when despite having found a high impact solution to the problem, we find low adoption. This holds true for not only new launches but also any modifications to existing products … Continue reading The one metric to rule them all: Customer Effort Score

It’s all about the money, honey!

I’ve written about the great resignation before. It has all the elements every HR professional’s nightmare is made of–mass exodus, disgruntled employees and the constant fear of losing the next top talent. I was recently asked about the one significant transformation that the pandemic had brought in and while there have been many, the one … Continue reading It’s all about the money, honey!