Challenger Service™

Less effort, more love.

Challenger for
Customer Service

Customer service expectations are higher than ever. Missing them is costly.

96%
of customers are disloyal after high-effort service experience
81%
of customers speak negatively after high-effort service experience
58%
greater cost associated with high-effort service
Weak
Correlation between exceeding customer expectations and loyalty
An Effortless Experience Leads To Customer Loyalty

An Effortless Experience Leads To Customer Loyalty

Challenger Service engagements help improve Net Promoter Score by as much as +54%.

Sustain change over time

New customer service behaviors won't embed without practice, support and success sharing. Ensure that all levels in the service organization play an ongoing/supportive role.

Evaluate the behaviors that matter most

The era of checklist-based QA is over. Adopt behavior- and trends-based evaluations to measure performance.

Focus coaching conversations on behaviors

Poor coaching hurts performance nearly twice as much as good coaching helps. Coach in the moment and focus on behaviors that drive desired outcomes.

Develop core skills for low-effort service

Soft skills that focus on creating relationships do not reduce customer effort. Train on new-in-kind skills aligned to delivering a low-effort service experience.

Meet expectations of the modern customer

Service organizations overestimate the reward for exceeding customer expectations. Adopt a strategy focused instead on providing low-effort service.

Challenger in the Service Function

Only 35% of customer effort stems from the service function's processes, cross-channel integrations or technologies - or what the customer has to do. But 65% of total effort stems from how a customer feels in service interactions.

Powerful Insight, Less Effort

Marketing, Sales and Service must work together to bring commercial insight and reduce effort in the customer's buying and service journey.

Our Service Solutions

Our Service Solutions


Our portfolio of Effortless Experience solutions includes in-person classroom and workshop modules, eLearning content, and certification for your service reps. Offerings are typically bundled and can be flexibly deployed.

Don't change the script. Transform.

2/3
The amount of effort that is driven by how a customer feels during an interaction
1.4X
Number of times more accurate effort is in predicting loyalty than CSAT.
96%
Percent of customers that are likely to exhibit disloyalty after a high-effort service experience.
94%
Percent of customers that are likely to repurchase after a low-effort interaction.
Changed The Culture Of Our Call Center
Changed The Culture Of Our Call Center

An Effortless Experience…

Changed The Culture Of <span>Our Call Center</span>

Changed The Culture Of Our Call Center

Northwestern Mutual redefined success when they listened deeply to customers and used behavioral skills to drive conflict resolution.

MEETING THE CHALLENGE

Lack of service representative coaching and training threatened to erode not just retention and engagement at Northwestern Mutual, but also their brand value. The company recognized the critical nature of the customer experience in preserving their reputation as a trusted partner in financial planning and security, and came to Challenger to transform their customer service interactions into Effortless Experiences.

MAKING THE PIVOT

After deploying the Effortless Experience Coaching Capabilities Builder, decentralizing QA and embedding coaches in every team, dedicating more time to develop frontline rep skills, and launching the Effortless Experience Capabilities Builder, Northwestern Mutual improved first call resolution rates by nearly 10%, reduced attrition by 46%, and saw an average of 94% in CSAT and 61.2% in NPS for 2016.

Quote

This investment in coaching, and the overall development of our people, has changed the culture of our call center. You can see it in the data and out on the floor every day in how we help customers.

Jim LeMere

Director, Integrated Client and Field Services

A decade of wisdom

A decade of wisdom

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?

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