96%

customers with high-effort experiences are 96% more likely to be disloyal

4x

Service interactions are 4x more likely to drive disloyalty than loyalty

37%

greater cost associated with high-effort service

Reducing Effort in the Service Function:

Only 35% of customer effort is driven by the service function’s processes, cross-channel integrations or technologies – which impact what the customer has to do to resolve their issue. But 65% of total effort stems from how a customer feels in service interactions.

In particular, customer effort is driven by interactions with reps who don’t have the capability to provide a low-effort experience because they have not been formally trained or coached in doing so. Centering your customer service strategy on reducing customer effort is the best way to keep your customers loyal and interested in expanding their relationship with you.

If you’re ready to learn how you can create a better, differentiated service experience for your customers, download the whitepaper below.

Our Effortless Experience Solutions

World Class Coaching for Supervisors

This program teaches supervisors (frontline managers) how to coach according to our Integrated Coaching Framework

Low Effort Skills for Reps

Deliver transformation to your organization by equipping your Reps with the nine skills needed to deliver a low-effort experience no matter how challenging a scenario.

Quality Assurance Transformation

This engagement helps you rebuild your quality assurance process to focus on meaningful behaviors instead of rote checklist items

81%

of customers speak negatively after high-effort service experience

94%

Customers are 94% less likely to repurchase after a high-effort service experience.

Built on a foundation of world class research

Our training and consulting solutions, targeted at sales and marketing, and customer service professionals have provided performance improvements and significant financial results to hundreds of clients around the world.

Each program is supported by ongoing research and backed by our best-selling books The Challenger Sale, The Challenger Customer and The Effortless Experience.

Ready to implement an Effortless Experience?

Contact us

Resources

On-Demand Webinar: Creating the High Conversion Sales Experience

Access this webinar to learn and understand the sales levers you can pull to drive...

  • Webinar
The Danger of Coffee Catch-Ups – How Free Coffee is Losing Deals

In this series, we explore the 7 Deadly Sins of the Australian Sales Conversation. The...

  • blog
  • Feb 25, 2020
How to Build Effective Marketing Campaigns that Lead to Increased Conversion Rates

  • Video
Arco Presentation: Challenger Sales and Marketing Summit

Watch this main stage session to learn about Arco’s journey toward a unified commercial strategy.

  • Video
Prioritizing High Performance Webinar: Part Two

Access the replay from our latest webinar series to learn new insights that reveal true...

  • Webinar
The Challenger Sale: Appendix Guides

Access the four guides found in the appendix of The Challenger Sale book.

  • Guides
Turn an Individual Capability Into an Organizational Strategy with Challenger™ Activation

When The Challenger Sale hit bookshelves in 2011, it ended the decades-long anticipation for the next true breakthrough in the world of professional selling. Challenger...

  • blog
  • Feb 18, 2020
Introducing Challenger™ Activation

  • Video
Challenger’s Six Pillars of Commercial Transformation

In a world where 38% of major purchase efforts end in 'no deal', companies find...

  • blog
  • Feb 12, 2020
Prioritizing High Performance Webinar: Part One

Access the replay from our latest webinar series to learn new insights that reveal true...

  • Webinar
How to Drive Your AHT Down to Zero

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert...

  • blog
  • Feb 05, 2020
Building the Business Case for Customer Effort

The Building the Business Case for Customer Effort whitepaper breaks down compelling reasons to track...

  • Whitepaper
Key Capabilities to Drive Contact Center Rep Performance

Download the Key Capabilities to Drive Contact Center Rep Performance whitepaper for insights into how...

  • Whitepaper
The Uncommon Customer Experience: Service

Download the Uncommon Customer Experience Service Whitepaper for insights into what's needed to build a...

  • Whitepaper
A Megaphone For Complaints: Social Media’s Impact on Customer Service

You've seen the social media posts that have gone viral when a company's customer service...

  • blog
  • Dec 19, 2019
CCW Austin 2019: Your Customers Don’t Want a Relationship With Your Reps

Last month, a few of us on the Effortless Experience™ team attended Customer Contact Week...

  • blog
  • Oct 24, 2019
The 3 Things That Bad Customer Service Coaches Do

Are you convinced that coaching is a waste of time because it doesn’t move the...

  • blog
  • Sep 26, 2019
Between a Rock and a QA Hard Place

I overheard a conversation about QA at one of our client's sites recently: "Have you...

  • blog
  • Aug 16, 2019
Spotlight: Challenger Model Applied in Law firms Delivers Growth

How McDermott, Will & Emery took a progressive approach to challenge conventional thinking and drive...

  • blog
  • Aug 08, 2019
Are you missing something in your VOC research?

If you Google “Voice of the Customer Tools”, you get 256,000,000 search results. It’s clear...

  • blog
  • Aug 01, 2019