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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Are You Guilty of
Creating High Effort
Customer E...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from the June 7, 2016
#ICMIchat
Topic: Ti...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Customer Effort=
“The # of hoops we ask customers...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
A low effort experience=
Accurate
Doesn’t make
cu...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
A high effort experience=
”We can’t”
“no”
Long wa...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Want to reduce
customer effort?
Here are a few wa...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“Invest in CRM, empower agents to go
off script &...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“Put the answers close to
customers. Don’t make t...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“Let customers chose how and
where they want to b...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“Make it easier for the agent to help
the custome...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“The first step in reducing customer
effort? Map ...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
“Remove barriers. Develop rapport,
identify needs...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
”Know your customer across
channels. Integrate ph...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Want more insight on customer
effort? Head to our...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us for the next #ICMIchat!
Topic: The DNA of...
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Are You Guilty of Creating High Effort Customer Experiences?

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Is it easy for customers to do business with your company?

According to American Express research, the average happy customer tells nine people about their experience. Not only that, but 86% are willing to pay more for great customer service.

The best way to deliver great customer service is to make it easy. The fastest way to drive customers away: make things difficult.

Are you guilty of creating high effort customer experiences?

View this presentation for insight on the characteristics of high and low effort experiences, as well as advice for making customer service easier.

Published in: Business
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Are You Guilty of Creating High Effort Customer Experiences?

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Are You Guilty of Creating High Effort Customer Experiences?
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from the June 7, 2016 #ICMIchat Topic: Tips for Reducing Customer Effort Host: @CustomerIsFirst
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Customer Effort= “The # of hoops we ask customers to jump through, and how they feel about them” ~ @OneReach
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A low effort experience= Accurate Doesn’t make customers want to raise their voice Speedy Predictive Proactive TransparentEmpathetic Convenient Respectful Omni-channel capable Solves the issue the first time
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A high effort experience= ”We can’t” “no” Long wait times Having to repeat information Being directed away from channel of choice Poorly trained agents No first call resolution Not having the option to self-serve
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Want to reduce customer effort? Here are a few ways…..
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Invest in CRM, empower agents to go off script & provide alternate solutions, and break down internal silos.” ~ @ScottOntiveroz
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Put the answers close to customers. Don’t make them beg or hunt.” ~ @kghegebarth
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Let customers chose how and where they want to be helped. Don’t make them start over in another channel.” ~ @OneReach
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Make it easier for the agent to help the customer. Happy & informed agents= happy customers.” ~ @colleenb38
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “The first step in reducing customer effort? Map the customer journey and find the pain points.” ~ @ens0204
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Remove barriers. Develop rapport, identify needs, and solve issues quickly.” ~ @esmancuso
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 ”Know your customer across channels. Integrate phone, email, and social in CRM so every touch point is consistent.” ~ @rcash6340
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Want more insight on customer effort? Head to our forum for a full chat recap: http://ubm.io/22PuAvi
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us for the next #ICMIchat! Topic: The DNA of a Successful Contact Center Manager Host: @ens0204 Day/Time: June 14| 1pm ET

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