Meaning ● Customer Empathy Score (CES) represents a quantifiable metric gauging an SMB’s capacity to understand and share the feelings of its customers. ● Within the scope of SMB growth strategies, automation processes, and implementation efforts, a high CES correlates with enhanced customer retention, improved brand loyalty, and ultimately, increased profitability. This metric informs targeted initiatives designed to personalize customer interactions and resolve pain points efficiently. A higher Customer Empathy Score reflects a successful business culture where customer centricity and proactive service define operational excellence. Measuring CES allows small to medium-sized business (SMB) to refine their outreach and increase market penetration through tailored communication. SMBs leverage CES insights to automate workflows, personalizing service delivery at scale, while building trust.
