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CASE STUDY: How to reduce airline customer support center costs by 10%

[fa icon="calendar'] Jul 8, 2015 1:34:00 PM / by Matti Airas posted in Customer Service Center

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Brenda is the head customer support for a major international airline.

She was pressured from multiple directions: customers wanting faster responses to their complaints and the CEO of her company wanting her to reduce the customer service costs. She needed to come up with a solution that makes both customers and the management happy.

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Why And When To Use Customer Effort Score (CES)

[fa icon="calendar'] Jun 25, 2015 10:17:00 AM / by Matti Airas posted in Customer Service Center

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One of the reasons that Fred Reicheld came up with the Net Promoter Score (NPS) concept is the fact that Customer Satisfaction Score (CSAT) isn’t a good predictor of customer loyalty. And he was right: multiple studies demonstrate that willingness to recommend correlates well with loyalty.

NPS is a valid measure for experiences relating to product quality, pricing, purchase channels or the way a brand makes us feel. But when it comes to customer service experience, NPS isn’t the best possible KPI: according to a study Customer Effort Score (CES) correlates better with a predictive power to repurchase or increase spending.

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