The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Too often, we're solving the wrong problem! We think customers want a delightful customer service experience. We design our processes, train our people, measure them on delighting the customer. We implement self service tools, web conferencing, provide the latest in technology all in the spirit of serving the customer.At the same time, we are trying to make our customer service organizations as cost effective and efficient as possible. So our customer service strategies are constrained, rightfully so, by our business strategies.But is this really the right problem to be solving? Is this what customers really want. Yes, they absolutely want to be treated well, by skilled and polite people. But more then anything else, they want their problem solved---as quickly and effortlessly as possible.And that's where we go wrong in so many cases. We are solving for the wrong problem. If we started focusing on effortless customer service experience, we would probably change everything we do. We would possibly reduce the cost of service delivery, more effectively drive customer loyalty, and so on.This book turns much of our traditional thinking about customer service upside down. It provides data challenging old thoughts about a "delighted customer" is a loyal customer--both spending more and recommending you more.This is a must read and think book for anyone in Customer Service. It's a must read book for every sales and marketing executive. It should stimulate everyone to question their assumptions, reframing what they do to create effortless experiences.

My manager "recommended" (ahem!) that I read this before my first meeting with the new "director". I went into it with a so-so attitude. I'm always happy to learn and I am really and truly invested in improving our customer experience but I get so tired of corporate games. I'm only halfway through but there's actually some good stuff in here! I've said for years that customers don't want to be "delighted"...they just want one less hassle in their day. Make their lives easier somehow and they don't care about rainbows and unicorns. You can "wow" one customer in a hundred or you can satisfy 90 in a hundred. If the opportunity to "wow" arises, great, jump on it, but there are so many things we can do every day to reduce customer effort and we need to! (I'm the QR lead at a startup software company...reviewing our CS interactions and TRYING to train agents and improve the customer experience)

As I entered a new role to kick off the Customer Success function at our company, I picked up this book. I got lots of nuggets of wisdom from it, but most of the insights it provides revolve around the customer experience in call center settings.

Great read. Study of what customers currently need from a business through customer service interactions. Results from actually studies of call centers supervisors, reps, and the customers themselves. Actual practical advise on how to use the information in this book in real business settings.

Very helpful perspective and tips in retaining and engaging your customer base through low effort service experiences. Really appreciated the way the author leveraged data to springboard in to what is important to customer

Overal, this is a good book on the customer experience. It focuses on how to improve that experience in a mostly call center environment. My only real issue is that it the author takes an inside out approach to improving the customer experience.In our modern day and with our technology, we should be looking to take an outside in approach to improving the customer experience. Meaning, let us go through what the customer goes through to get to a person to help, so we can see where we need to make improvements that our customers will appreciate.

This is a great book for anyone who cares about customer service. It’s ironic that as consumers we all complain about how bad customer service but at work we often think the things we hate as consumers are what are best for customers. Anyway, give it a read!

It doesn't get any more inspiring and imperative than this. Effortless Experience contains indispensable insight into the world of customer service and customer loyalty. There were some shocking statistics and results in the book that completely changed the way I think about running my eCommerce department. I highly recommend this book to any manager or rising star in any department that needs to keep customers happy (hint: EVERY department does!)

If looking for a book that will help you better understand how to enhance your client experience, this one is definitely a must.

There are so many books around about CX nowadays. Depending which one you read and follow go into delighting, wowing, creating fans, super satisfying etc etc. But at the end of the day what a lot of customers want is an effortless experience done right first time. this book is exactly that, about ease of doing business backed up by overwhelming statistics and research.yes the book is rather focused on the customer service side of the customer journey, but you can't avoid or neglect the importance of being easy to do business with.if you read around the CX topic you will find this book is referenced time and time again and for very good reason

Excellent livre, qui remets en question la manière de juger de la loyauté d'un client.

El libro es bastante obvio en muchas de sus afirmaciones. La lectura es rápida y sencilla pero no esperes grandes descubrimientos.

Their assertions are supported by quality data, which I appreciated. Wasn't as relevant to my small business as I had hoped though, but still a worthwhile read.