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.
Make it Effortless.
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.