Tethr® + CEB Effortless Experience

Real-time customer experience insights for better loyalty.

“Tethr dramatically improves CEB’s ability to help organizations deliver low-effort customer service and complements our Effortless Experience offerings. Tethr’s artificial intelligence provides real-time insight into customer effort, enabling companies to make immediate changes to the agent behaviors and processes that affect loyalty.”

So, what is effort?

Effort is the best transactional loyalty metric for the customer service organization

It serves as an excellent leading indicator of customer intent to repurchase and increase spend, as well as actual word of mouth. Delighting customers doesn’t build loyalty; reducing their effort to solve their problem does.

Contact centers drive disloyalty – not greater loyalty.

Despite contact centers’ attempt to improve the customer experience, customer loyalty remains flat because service quality initiatives ignore the primary driver of disloyalty; customer effort.

4x
Customers are four times more likely to become disloyal after a service interaction
Source: CEB

Customer effort is proven to drive disloyalty.

Overall Disloyalty

Overall Disloyalty
How You’re Driving Effort

What You’re Doing
Repeat
contacts
Channel
switching
Transfers or
repeating info
What Your Customers Are Feeling
Robotic
service
Arduous policies or procedures
Hassle
factors
Source: CEB

Reducing effort reduces cost.

Focusing on cost or service is a false trade-off.
Customers with low-effort service experiences cost less to serve.

37% of costs are reduced by going from a high to a low-effort experience.
Reducing Costs
Cost to serve by customer effort level Source: CEB

Decades of CEB research and human intelligence working with advanced artificial intelligence.

Tethr’s AI has been trained to think like CEB, surfacing insights that help you pinpoint and prioritize issues causing the highest effort for your customers.

CEB research + AI CEB research + AI

Resources

Click below to learn more about CEB+Tethr.

Real-Time Effort Monitoring with CEB+Tethr
Real-Time Effort Monitoring with CEB+Tethr

With Tethr, CEB members have access to an AI platform that is listening to every call, analyzing when and why high customer effort experiences are occurring, and providing means to measure how behavior modifications impact customer and business outcomes.

CEB+Tethr: Unbound Customer Success
CEB+Tethr: Unbound Customer Success
High Effort = Low Loyalty: Changing the Equation with CEB+Tethr
High Effort = Low Loyalty: Changing the Equation with CEB+Tethr
How Phone Conversations Impact Customer Loyalty: Overview from CEB Customer Experience Experts
How Phone Conversations Impact Customer Loyalty: Overview from CEB Customer Experience Experts
More Videos
Identify, Analyze, Teach Optimal Agent Behavior
Identify, Analyze, Teach Optimal Agent Behavior
Building a Low-Effort Agent Culture with CEB+Tethr
Building a Low-Effort Agent Culture with CEB+Tethr
Predict Disloyalty in Real Time with CEB+Tethr
Predict Disloyalty in Real Time with CEB+Tethr
Consistent Inconsistency: Decreasing Effort with CEB+Tethr
Consistent Inconsistency: Decreasing Effort with CEB+Tethr
CEB+Tethr: Reduce Churn, Drive Sales and Lower Costs
CEB+Tethr: Reduce Churn, Drive Sales and Lower Costs
CEB

Learn more about CEB and the Effortless Experience

Visit cebglobal.com

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