Our core value-add: reducing customer effort to increase loyalty, spending and brand differentiation.

According to a Harvard study,* reduced customer effort is the new predictor of spending and loyalty. Today, even “satisfied” customers won’t spend more or stay loyal if they have to work too hard to do business with you. One of MessageBroadcast’s core benefits is the reduction of customer effort through proactive, personalized communications.

Customer Effort Score: the new predictor

The new metric that predicts loyalty and spending isn’t customer satisfaction or even customer delight. You win more points by reducing the “Customer Effort Score.” MessageBroadcast reduces customer effort via automated communications such as proactive, event-based personalized messaging.

Surveys show time and time again that most customers prefer the ease of personalized automation over a live phone call. We connect them effortlessly and instantly with a live expert when they need personal help. We improve customer experiences and create a competitive advantage by making your brand more helpful and empathetic.

*Source: Harvard survey of 75,000 non-face-to-face B2C and B2B interactions, HBR August 2010