Effortless ExperienceTM can help your customer service organization increase customer loyalty, decrease costs and improve frontline performance and engagement.
We know that your customers expect more than just soft skills: You need to teach your reps how to reduce customer effort by tailoring their interactions, engineering the experience for your customers, and forward resolving future issues.
Based on a decade of research and proven best practices from the world’s highest-performing contact centers, and backed by the findings in our book The Effortless Experience, we have developed a framework that enables service teams to consistently make it easy for customers to resolve their question or concern.
Effortless Experience strategies have been shown to:
Create a consistent, end-end service experience
Drive organizational capabilities
Establish a common language and service strategy
High-effort customer interactions negatively impact customer loyalty; in fact, our research shows that 96% of customers who have a high-effort service interaction are more disloyal to a company. By reducing customer effort, service organizations can deliver higher-quality interactions and lower costs.
Positive word-of-mouth improves the Net Promoter Score (NPS). NPS is 65 points higher for top-performing, low-effort companies than for high-effort companies.
94% of customers with low-effort interactions intend to repurchase - compared with just 4% of those who experience high-effort interactions with your company.
A low-effort interaction costs 37% less than a high-effort interaction and reduces costs by decreasing repeat calls, escalations, and channel switching.
When service reps provide better experiences to customers, they feel better about their jobs, and their intent to stay increases up to 17%.
An overwhelming 73% of service organizations focus their effort reduction initiatives on decreasing what the customer has to “do” with a company (number of contacts, transfers, repeating information), but our in-depth survey analysis reveals that this accounts for only 35% of customer effort.
What matters, in fact, is how a customer feels. Customer interpretation of their service experience has the greatest impact on effort. In fact, 65% of effort comes from the customer’s interpretation of how the rep made him or her “feel .” Your reps are your frontline in reducing customer effort in the service experience.
It’s absolutely critical to develop your frontline staff with the right competencies and to hold them accountable for their behaviors. Our Effortless Experience Skills Framework, based on years of research, helps your reps develop the skills, competencies, and behaviors that your frontline staff need to deliver a successful low-effort service experience.