Less effort, more love.
of customers are disloyal after high-effort service experience
of customers speak negatively after high-effort service experience
greater cost associated with high-effort service
Correlation between exceeding customer expectations and loyalty
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.
The amount of effort that is driven by how a customer feels during an interaction
Number of times more accurate effort is in predicting loyalty than CSAT.
Percent of customers that are likely to exhibit disloyalty after a high-effort service experience.
Percent of customers that are likely to repurchase after a low-effort interaction.
An Effortless Experience…
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.
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.
Director, Integrated Client and Field Services