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

Challenger Transformation Diagnostic

Commercial leaders can map out a successful transformation by assessing progress and prioritizing key activities....

  •  Infographic
2021 Pulse 3 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
In praise of Dave Brock’s “Tell Us Your Top Business Challenge”

I’m a huge fan of Dave Brock's blog, in the same way I’m a massive...

  • blog
  • May 07, 2021
2021 Pulse 2 Survey Results

It’s 2021, and Challenger is looking forward. This year, we are seeking to understand the...

  •  Infographic
Challenger Skills in 2021: Video Reviews

We know some of you are moving a mile-a-minute and many of you only have...

  • Video
Challenger Skills Part 3: Which Skills Are Most Important in 2021?

This post concludes a series we began a few weeks ago: Our first post looked...

  • blog
  • Feb 23, 2021
Are your sellers showing up in the moments that matter?

A sales leader from a mid-sized, U.S. based SaaS company recently asked me: “How should...

  • blog
  • Feb 18, 2021
TEMPO Diagnostic Tool

The TEMPO diagnostic tool is designed to help sales leaders decide which sales “experiences” to...

  • Calculator
Challenger Skills Part 2: What has changed in 2020?

Last week, I shared a snapshot of our ongoing Challenger assessment data and how Challengers...

  • blog
  • Feb 16, 2021
Challenger Skills Part 1: Are Challengers still high performers?

2020, it seems safe to say, will be remembered as a year when events conspired...

  • blog
  • Feb 09, 2021
Effective Virtual Training: The Ground Rules (Part Two)

The title of this should probably read along the lines of “Effective Virtual Training: From...

  • blog
  • May 27, 2021
Technology Won’t Save You

Every day I have a front row seat to see the impact our research has...

  • blog
  • Apr 22, 2021
Effortless Experience Resource Center

To help you navigate the current uncertainty caused by the unprecedented global pandemic, Challenger is...

  • resource
Top Effort Drivers to Avoid? YES PLEASE!

Once again, Matt Dixon, Chief Product and Research Officer at Tethr (and co-author of our...

  • blog
  • Feb 26, 2021
Effortless Experience How-To Videos

We know some of you are moving a mile-a-minute and many of you only have...

  •  Video
The Science of Positive Language in Customer Service

Take a second and think about a time when you were trying to make plans...

  • blog
  • Feb 11, 2021
Why We Decided to Remove Issue Diagnosis from the QA Scorecard

Quality assurance (QA) has long been considered one of those necessary evils of the contact...

  • blog
  • Jan 22, 2021
Your Customers Need a Consultant

Customer service training has historically been focused on soft skills - teaching reps to be...

  • blog
  • Dec 08, 2020
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