The Effortless Experience

Chapter 4 Ideas to Run With Reducing customer effort increases customer loyalty. It is difficult to wow customers unless you execute on the basics of service. Service implies that a service provider will make a customer’s life easier. Customer ease does not just happen. It has to be designed into the customer experience. In order to meet the wants,

every businessperson you talk to will enthusiastically agree that delivering excellent customer service is critically important. Yet almost nobody does it! Can you smell a huge opportunity?

imagine a customer service department that answers customer complaints by telephone. Numerically, reducing hold times from ten minutes to eight minutes sounds great—that’s a 20 percent improvement! Put the champagne away: what the data-centric viewpoint misses is the fact that you still have a dissatisfied customer waiting on the phone for eight mi