Home Customer Service and Support
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

ChallengeHer Series: An Interview with Preeya Voss

For too long, the sales industry has excluded, diminished, or downright ignored the voices and...

  • blog
  • May 23, 2022
A New Sales Challenge: Gridlocked Purchasing

Nowadays, thanks to companies like Carvana and Autotrader, it has become less necessary to interact...

  • blog
  • May 05, 2022
2022 Pulse 4 Survey Results

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

  •  Infographic
Thriving In A Buyer’s Market: Key Emerging Trends In Customer Purchases

Today’s winning sales teams anticipate changes in buying behavior by placing the buyer’s perspective front...

  • blog
  • Apr 27, 2022
Do Barefooted People Really Need Shoes?

Let’s face it. Most people aren’t that fond of taking retrospective surveys. They take up...

  • blog
  • Apr 11, 2022
2022 Pulse 3 Survey Results

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

  •  Infographic
Supply and Demand: Is Transparency the Cure?

Some Key Questions Suppliers Need to Ask Themselves in 2022 It seems impossible, now that...

  • blog
  • Mar 17, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
Winning the Challenger Sale, Episode 2: Social Selling: Your Secret Weapon in 2022: A Wrap Up

Our popular Winning the Challenger Sales Series is now entering its third season. This monthly...

  • blog
  • Mar 11, 2022
The State of Sales Compensation: Good News?

Ovid once said, “Fertilior seges est alenis semper in agris,” which translates to “The harvest...

  • blog
  • Mar 07, 2022
Why Year-End Reviews Aren’t Enough

We’re hot off everyone’s favorite season of the year: year-end reviews! You’ve met with your...

  • blog
  • Apr 26, 2022
Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the...

  • blog
  • Apr 05, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
CEO Statement on the Challenger Rebrand

Challenger recently refreshed our logo and other brand elements. Our CEO, Andee Harris' statement on...

  • blog
  • Feb 25, 2022
To Stand or Not To Stand

I finally did it. After talking about it for over a year, I finally invested...

  • blog
  • Feb 25, 2022
What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally,...

  • blog
  • Feb 14, 2022
Can You Help Me Train for Emotional Intelligence?

From time to time, companies ask us if we can train their customer service reps...

  • blog
  • Jan 20, 2022
The Worst Question a Service Rep Can Ask

Portions of the following blog are excerpts from our book, The Effortless Experience That title...

  • blog
  • Jan 05, 2022
Crawl, Walk, Run Customer Service

A close cousin of the statement that “doctors make the worst patients” might be that...

  • blog
  • Dec 07, 2021
Effortless Experience™ Book Club
Session 3
Chapter 3: The Worst Question a Service Rep Can Ask

  • resource