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The customer effort score is a business-critical metric and a key indicator of customer loyalty and retention. Improving it should be top of mind.

Rick delisiFred reichheldRuchika sharmaMatthew dixonNick tomanService optionsCommunity discussion forumsGroup leaderCustomer effort scoreCustomer effortCorporate executive boardEffortless experienceNew battlegroundCustomer loyaltyChief data officersNet promoter score