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What if a customer starts an interaction in a help center, then decides (or needs) to shoot an email to support? And what if that email morphs into a live chat session, and finally a phone call with an agent? Suddenly the path toward providing an effortless experience becomes fraught with obstacles, such as customers having to repeat themselves multiple times or historical information being lost, making it tougher for agents to successfully close a service request. With myriad options comes complexity, which can undermine even the most customer-centric company. Self-service portal, email, live chat, social media-with so many options for assistance, customers simply need to choose how they want to get help, right? Well, not exactly. Make it easy for them to do business, and they will be more likely to come back.įind out more at mavenir.Providing an effortless customer experience might seem easier than ever-after all, customers enjoy a wealth of service channels that previous generations could only dream of. This includes anything that gets in their way, from filling out a form to waiting for a response. To create an effortless experience, remove all the friction that customers might encounter. When understanding how they think and how their behavior changes in response, that will help deliver content or services tailored to their wants and needs. The only way to win this war is by delivering an effortless experience, one that’s based on the needs of customers and prospects. The battle for customer loyalty is a never-ending fight. Alternatively, an intelligent voice response (IVR) system could identify them automatically from the customer’s ID or phone number and offer personalized self-service options or perhaps VIP priority routing to an agent who has helped them before and knows their situation. For example, implementing CRM integration or other customer information database improves the likelihood of an agent having enough context and history of the customer to anticipate and address their issue proactively. This can be done through live chat, personalized recommendations, and proactive customer service. This means anticipating the customer’s needs and providing them with the information or resources they need before they know they need it. The second way to provide an effortless experience is through anticipation. Providing a launch point directly from the website into a shopping experience with a guided flow, rich with carousels of images, and a simple tap to purchase or escalation to a live agent in a contact center will ensure a positive, effortless customer engagement experience. In that case, the experience can be catered to users who are more often on their mobile devices and expect mobile-friendly websites. For example, suppose a business was to implement native mobile messaging with Apple or Google messaging channels. One way to remove roadblocks is ensuring that the website is easy to navigate, the checkout process is smooth, and there are no glitches or errors.
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What are some ways to create an effortless customer experience?Ĭreating an effortless customer experience includes eliminating potential roadblocks and anticipating customer needs. 96% of customers who had high-effort experiences reported being disloyal, compared to only 9% with low-effort experiences. Gartner postulates that loyalty is not driven by delighting customers but by making it easy to do business. They are also more likely to be forgiving if a business makes a mistake. Loyal customers are more likely to make repeat purchases and refer friends and family members to a company. It is essential because it helps businesses retain customers. What is customer loyalty, and why is it important?Ĭustomer loyalty is the devotion of a customer to a particular brand or company. If businesses can offer an effortless experience, they will likely keep customers coming back, and maintain loyalty.
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To gain and retain customer loyalty, companies need to provide an effortless experience that is smooth, seamless, and satisfying.
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In today’s digital age, customers are inundated with choices and have increasingly high standards for their patronizing businesses. The Battle for Customer Loyalty Requires an Effortless Experience
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