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ITS A PR THINGAuthor: Stephanie McFarland APR
This is ITS A PR THING the show that helps you build relationships that build business. Were bringing you a better understanding of what public relations is, and how it can drive your business in ways you never knew it could. Feed Spot (feedspot.com) has named ITS A PR THING as one of the top PR podcasts on the planet for 2025. Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Episode 46 - 8 Steps to Measuring Customer Effort
Episode 54
Friday, 16 January, 2026
Measuring Customer Effort In this episode, we take the next step in the conversation we started last week about boiling customer frustration and what it means in reading the organization’s relationship radar. Today we focus on Customer Effort Scoring — a practical way to see where people are running into friction and operational hurdles long before they turn into a reputational issue. CES helps teams see the incremental operational hurdles that show up in aggregate as overall poor customer satisfaction. When organizations use CES well, they can help reduce customer effort and create a smooth and positive customer experience. And that generates return business, referrals and revenue generation. Listen in today and learn how CES is an excellent tool to add to your relationship radar system. DOWNLOAD: FREE GUIDE - 8 STEPS TO MEASURE CUSTOMER EFFORT BONUS RESOURCE: If you’re new to IT’S A PR THING or if you’re looking for a proven path to make your PR team more effective, check out the free resource: 10 Strategies to Transform Your PR Function. It’s a collection of deeper-dive episodes organized to help you rethink how you implement PR in your job everyday. Click the link above and download the free resource. GOT TOPIC IDEAS? WE WANT TO HEAR THEM! Send topic ideas and mailbag questions for a future episode to podcast@prthing.com We would love to hear from you! HOST BIO https://www.audible.com/author/Stephanie-McFarland/B00YNFH16E
