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

No Sales Experience Gone Wrong

Access this whitepaper to learn how to build a can’t miss sales experience that boosts...

  • Whitepaper
11th Challenger Pulse Survey

November has proven that 2020 is not done with us yet. While the presidential election...

  • blog
  • Nov 16, 2020
11th Challenger Pulse Survey Results

Download the results of the 10th pulse survey now. The 10th pulse survey continues to...

  • Infographic
“No Decision” Cost Calculator

How does “no decision” affect your pipeline? Our online cost calculator uses your metrics -...

  • Tool
What Over 10 Years Has Taught Us About B2B Buyers: Our Work Has Just Begun

For more than a decade, Challenger has focused our quantitative and qualitative research on two...

  • blog
  • Oct 26, 2020
How B2B Buyers Choose Their Suppliers: A Decade of Analysis

Download our analysis of how buyers have changed since 2008, how they've stayed the same,...

  • Whitepaper
Challenger Selling in a Virtual (Pandemic) Environment

For months now the most frequent request Challenger has received is for resources to help...

  • blog
  • Oct 20, 2020
10th Challenger Pulse Survey

This October edition of Challenger’s Pulse Survey finds a large improvement in sales leader sentiment...

  • blog
  • Oct 09, 2020
10th Challenger Pulse Survey Results

Download the results of the 10th pulse survey now. he 10th pulse survey continues to...

  • Infographic
9th Challenger Pulse Survey Results

Download the results of the 9th pulse survey now. This series examines overall sales leader...

  • Infographic
Are You Expecting an Effortless Black Friday?

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive...

  • blog
  • Nov 09, 2020
Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to...

  • blog
  • Oct 29, 2020
Effective Virtual Training: Lessons Learned (Part One)

Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement...

  • blog
  • Oct 19, 2020
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results

As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth...

  • blog
  • Sep 14, 2020
Why Effortless Experience™? – From the Client Angle

When we talk to new companies about what our best clients believe about an Effortless...

  • blog
  • Aug 31, 2020
Effortless Experience™ Guides

Access these two guides to begin driving a low-effort experience for your customers.

  • Whitepaper
So You Think You Can Change?

Think about the last time you tried something new. Most likely, you felt excited, but...

  • blog
  • Jul 30, 2020
Being the Best Virtual Coach You Can Be

Being a successful coach is tough. Being a successful coach when you are working from...

  • blog
  • Jul 28, 2020
Driving Employee Engagement Remotely – Service Leader Pulse Survey 3 Results

As customer service and support leaders continue to react to and manage through the COVID-19...

  • blog
  • Jun 30, 2020
The Coaching Imperative

Coaching is the top driver of rep performance. Find out why coaching is so powerful,...

  • Whitepaper