The document discusses four common myths about what drives customer loyalty for contact centers. It debunks the myths that exceeding expectations, individual customer service interactions, high-effort service interactions being uncommon, and customer effort having limited business impact increase loyalty. The realities are that consistently meeting expectations, eliminating drivers of disloyalty from interactions, high-effort experiences being prevalent, and high customer effort negatively impacting loyalty and spending. The document promotes measuring and reducing customer effort to build a low-effort customer experience and contact center.
To get a better handle on what 2015 holds for customer service we went away and put together a handy infographic consolidating the results from over 100 contact centre professionals, to find out their customer service priorities for the year ahead.
What Is Customer Effort Score and How Do You Measure CES?Kayako
What is customer effort score (CES)?
This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5)
Why should you measure customer effort scores?
Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers.
It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics/
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Live Chat Best Practices For Customer SupportOnlim GmbH
Live chats allow companies to connect with customers in real-time and be at their side throughout their whole customer journey and sales process. Here the most important live chat best practices for your success.
---
Try the Onlim LiveChat for free here: https://onlim.com/en/products/live-chat/
---
Full article available here: https://onlim.com/en/live-chat-best-practices-for-customer-support/
---
Onlim - Automating Customer Communication via Chatbots and Voice Assistants.
www.onlim.com
To get a better handle on what 2015 holds for customer service we went away and put together a handy infographic consolidating the results from over 100 contact centre professionals, to find out their customer service priorities for the year ahead.
What Is Customer Effort Score and How Do You Measure CES?Kayako
What is customer effort score (CES)?
This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5)
Why should you measure customer effort scores?
Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers.
It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics/
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Live Chat Best Practices For Customer SupportOnlim GmbH
Live chats allow companies to connect with customers in real-time and be at their side throughout their whole customer journey and sales process. Here the most important live chat best practices for your success.
---
Try the Onlim LiveChat for free here: https://onlim.com/en/products/live-chat/
---
Full article available here: https://onlim.com/en/live-chat-best-practices-for-customer-support/
---
Onlim - Automating Customer Communication via Chatbots and Voice Assistants.
www.onlim.com
Expertise Hour: The Dos and Don'ts of Web Chat with Johan JacobsMoxie
Web chat is quickly becoming the preferred communication channel for today's online consumer. When implemented correctly, web chat also has one of the highest satisfaction ratings among all online channels. How can you ensure your initiative meets or exceeds your goals?
Exceptional customer service is something that every company should have. This Slideshare discusses how customer service can impact your sales whether positive or negative and how you can win back customers that haven't had a pleasant experience.
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
Making sure you staff efficiently is critical. In this e-book, we give you a way of thinking that will help you figure out how many customer success managers you should have for each customer.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
Implementing Live Web Chat for Customer Servicestratuscxm
Learn reasons why customers prefer chat before and after purchase. And best in class practices to improve online sales and customer support with live chat. This presentation explores 1) Live Chat industry research 2) Online Sales 3) Shopping Cart Abandonment 4) Advantages of Chat 5) How to implement live chat 6) Quality Assurance metrics
Implementing Live Web Chat for Customer Service Google Hangout: http://youtu.be/_MIaFxFAO8A
Stratus Contact Solutions
http://stratuscontactsolutions.com
Twitter: http://twitter.com/stratuscxm
Facebook: http://facebook.com/stratuscontactsolutions
Linkedin: http://www.linkedin.com/company/stratus-contact-solutions
Stop Trying to Delight Your Customers.pdfIQbal KHan
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem.
The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed.
The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. And they make available to readers a related diagnostic tool, the Customer Effort Audit. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions—and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs
In our 45-minute webinar, we’ll share the most effective ways YOU can generate growth at your salon by taking control of your communications. Empower your salon to solve its own problems and continue to thrive!
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
Expertise Hour: The Dos and Don'ts of Web Chat with Johan JacobsMoxie
Web chat is quickly becoming the preferred communication channel for today's online consumer. When implemented correctly, web chat also has one of the highest satisfaction ratings among all online channels. How can you ensure your initiative meets or exceeds your goals?
Exceptional customer service is something that every company should have. This Slideshare discusses how customer service can impact your sales whether positive or negative and how you can win back customers that haven't had a pleasant experience.
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
Making sure you staff efficiently is critical. In this e-book, we give you a way of thinking that will help you figure out how many customer success managers you should have for each customer.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
Implementing Live Web Chat for Customer Servicestratuscxm
Learn reasons why customers prefer chat before and after purchase. And best in class practices to improve online sales and customer support with live chat. This presentation explores 1) Live Chat industry research 2) Online Sales 3) Shopping Cart Abandonment 4) Advantages of Chat 5) How to implement live chat 6) Quality Assurance metrics
Implementing Live Web Chat for Customer Service Google Hangout: http://youtu.be/_MIaFxFAO8A
Stratus Contact Solutions
http://stratuscontactsolutions.com
Twitter: http://twitter.com/stratuscxm
Facebook: http://facebook.com/stratuscontactsolutions
Linkedin: http://www.linkedin.com/company/stratus-contact-solutions
Stop Trying to Delight Your Customers.pdfIQbal KHan
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem.
The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed.
The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. And they make available to readers a related diagnostic tool, the Customer Effort Audit. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions—and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs
In our 45-minute webinar, we’ll share the most effective ways YOU can generate growth at your salon by taking control of your communications. Empower your salon to solve its own problems and continue to thrive!
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
CREATING CUSTOMER value, satisfaction and loyaltySajjad Sayed
Presentation, CREATING CUSTOMER value, satisfaction and loyalty, help the students to understand core concepts of how to make customer crazy to your products and offerings.
Everything You Thought About Customer Service & Loyalty is Wrong // Toolbox S...LHBS
What we think about in customer service could be wrong, from what customers want to who’s the best personality for teams.
Technology research firm Gartner Inc. (previously CEB) recently presented findings from a number of studies carried out within the realm of customer service across the world.
The research spanned many different industries and consisted of over 125,000 customers, over 5000 service representatives, over 100 companies and revealed three major findings.
We explore these findings and offer actionable steps and useful resources to begin customer service transformations within any company.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Best-in-class companies build customer loyalty by creating a customer-centric culture and by consistently exceeding customer expectations. They understand that customer loyalty is not just about offering competitive prices and products; it's also about building relationships with customers and making them feel valued.
Customer Service Vs Customer Experience.pptxQuickmetrix
Customer experience (CX) encompasses the overall perception and interaction a customer has with a brand throughout their entire journey. It involves every touchpoint and interaction a customer has with a company, including pre-purchase, purchase, and post-purchase stages. Customer experience focuses on the emotions, feelings, and overall satisfaction of the customer.
Customer Service Vs Customer Experience.pptxQuickmetrix
QuickMetrix tools enable businesses to collect and analyze customer feedback through surveys, reviews, and social media channels. They help businesses understand customer sentiment, identify areas for improvement, and track customer satisfaction.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
In this slideshow, we explore what loyalty is and how it relates to your relationships with customers.
The mass-marketing approaches of the ’60s and ’70s ignored the role of customer loyalty as an important parameter of marketing activities.
There has long been a shift from this transaction based-approach into a relationship-based strategy. The focus changes from acquisition to retention. The new goal is to enhance customer loyalty by focusing on the lifetime value of existing customers, considered just as important as attracting new customers.
Loyalty is the maintenance of trust in a person, a party, an institution; which fosters strong feelings of support or allegiance. An individual has a sense of belonging to a relationship.
In business, this feeling of loyalty a customer feels with a brand or business yields a deeply held commitment for consistent future consumption.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Metaverse Marketing in the Generation of the Internet - Eugene Capon
Ceb customer loyalty_ebook_final_902
1. Now more than ever, contact centers are under intense pressure
to build and improve customer loyalty.
As a result, contact centers are chasing after an ever-expanding
list of performance targets and investing significant time and
money into “delighting” customers, which has only led to higher
costs, not loyalty.
At CEB, we’ve busted four myths surrounding customer service
to help companies move beyond the misconceptions and
understand what truly impacts loyalty. Use these tips to help
focus your contact center on the right investments to deliver a
better customer experience.
Four Customer Loyalty
Myths—Busted
select page:
2. The Reality: Exceeding expectations, or delighting customers, may
create “feel-good” moments, but doing so has no impact on loyalty
or repeat business.
Simply meeting expectations—consistently—can have a significant
and positive influence on customer loyalty.
Myth 1
Exceeding Customer Expectations Increases Loyalty
select page:
Delight only
happens
16% of time.
A strategy of
delight leads to a:
$
increase in costs
(givebacks, discounts, additional
handle time, etc.)
10%-20%
3. The Reality: A customer is 4x more likely to become disloyal after a service interaction. Service
interactions often involve significant drivers of disloyalty—things that cause customers to expend
additional customer effort.
Contact centers can prevent customer churn by eliminating these drivers of customer effort and
disloyalty from their service interactions.
Myth 2
Customer Service Interactions Have No Effect on Loyalty
select page:
Repeat
contacts
Having to
switch
channels
Transfers/
repeating
information
Robotic
Service
POLICY AND
PROCESSES
General
hassle
factors
key Drivers of disloyalty
4. The Reality:
Effort is prevalent.
30%
of all customers
report spending
a high level of
effort to resolve
their problem.
of all customers report
having to re-explain an issue.
report having to switch
from the web to the phone.
report having to repeatedly
contact the company to
resolve an issue.
56%
57%
62%
Although adding multiple contact channels and options may seem like the answer, it only confuses
customers, creates more effort, and increases company costs.
To make matters worse:
HIGH-EFFORT SERVICE INTERACTIONS ARE NOT A COMMON PROBLEM
select page:
Myth 3
High-Effort Service Interactions Are Uncommon
!
5. The Reality: Customers who have high-effort service experiences report being more disloyal and
spending less than those who have low-effort experiences.
Customer effort matters. A service organization’s time and money is best spent
on creating low-effort service experiences for its customers.
select page:
Myth 4
Customer Effort Has Limited Business Impact
High-Effort
Experiences
Low-Effort
Experiences
W I N N E R !
Overall
Disloyalty
Repurchase
Rate
Increased
Spend
Negative
Word of Mouth
1%
88%
94%
96%
4%
9%
4%
81%
6. We have developed a suite of products to help contact center leaders improve their service experience
at the lowest cost possible. Our Effortless Experience™ dashboard, research and insights, and talent
management products address the key imperatives of building a low-effort service organization:
select page:
Prevent Customer Disloyalty by Building
a Low-Effort Contact Center
LEARN MORE AT: EFFORTLESS-EXPERIENCE.COM
Measure Customer Effort
Continually identify and
prioritize areas of high customer
effort in your service system.
Develop Low-Effort Service
Representative Skills
Hire and equip frontline reps with the
appropriate judgment skills to better
handle their customer interactions.
Manage MultiChannel
Service Systems
Create a path to guide customers
through the optimal channels to
resolve their needs.