customers with high-effort experiences are 96% more likely to be disloyal
Service interactions are 4x more likely to drive disloyalty than loyalty
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
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.