Even though billions is being spent trying to create convenience, self service and better resolution for customers, Customer Effort may be increasing. Find out why.
There are certain myths already being created in this new area of customer service thinking around effort
- Customers who make contact and are served well are more profitable and loyal than those who don’t
- All customer effort is equal
- You have to ask customers about their effort to understand it
- Customer service owns customer effort
- Transferring a customer increases their perception of effort so all transfers are bad.
Learn how you can avoid them
What You'll Learn
- Current world thinking on Customer Effort
- How it may be your underlying service model rather than your people that are at the core of your customer experience
- How your IVR, speech or voice solutions may be adding to, rather than saving customer effort
- Why that most customer effort is not caused by your service teams
- Some ideas on measurement.
Whitepaper at a Glance
In 2010 the Customer Contact Council of the Corporate Executive Board reported research that showed that “customer effort” was a better predictor of customer loyalty than trying to delight customers. We weren’t surprised by this finding.
Many customer operations continue to face:
- increasing customer contacts, often created by the organisation or underlying service model
- a lot of effort spent in trying to meet service level or 'recover' from poor service
- increasing use of Net Promoter scoring and other service indicators
- increasing attempts to 'migrate' customers to self service channels even if they don't want them
In this White Paper, LimeBridge consider the five myths in more detail, to give you some food for thought if you are thinking of exploring the idea of Customer Effort. We think you should!.
