It was observed that loyalty is driven by first contact resolution and a 'wow moment' related to teaching the customer something new, while disloyalty is related to more than one contact to solve, generic service, repeating information and transfer. Also, if we take into consideration only FTR, we can have the feeling of "mission accomplished" while offering a bad experience. These three pillars are translated into KPIs as First Time Resolution (FTR), how many times the client has to repeat information, satisfaction about agent behaviour (as empathy, language and savviness) and transfer rate- don't be myope here, clients see transfer any switch, not only between agents, but escalations, switch from chat to phone, from self-service to human contact, from IVR to a live person. The ask should not delight the customer but make things as easy as possible for them. Unless you work as Disney, Zappos and Nordstrom that have a well-documented strategy of delight, it can be misinterpreted in many ways (often unprofitable) by the frontline. In this last pillar, it was observed no difference at all between the loyalty of those customers whose expectations are exceeded and those whose expectations are met, so do not underestimate the benefit of simply meeting customer needs and do not overestimate the loyalty return from exceeding it. They approach the topic using three pillars: Customer experience with the people they interact with, amount of steps (energy and effort) the customer has to put into the interaction and company's ability to deliver a delightful experience.
"We pick companies because of their products, but we often leave them because of their service failures" Loyalty is more than retention and can be defined in three specific behaviours: Repurchase ( customers continue to buy from your company), share of wallet ( customers buy more from you over time) and advocacy ( customers say good things about your company to others). Service support in one of these touch points- and one more likely to to drive disloyalty. Loyalty is influenced by many touch points a client has with a company and its brands. The book focuses on the role of customer service to mitigate disloyalty by reducing customer effort. The intent is to share the main concepts of the book, encourage full-reading and inspire initiatives
#Effortless experience how to#
The customer doesn't need to call you the customer can just continue on with the work and be like, oh look, there's something I'm doing wrong, they've told me how to fix it, I'll just fix it and keep moving.Authors: Matthew Dixon, Nick Toman and Rick Delisi (237 pages) So maybe a link to a knowledge based article or an embedded video that says, here's the steps to fix this thing you're about to see, or here's why you would want to change the thing that we think is wrong. That type of thing, but at a more complex level where you've analysed the data of what problems your customers are having and then provide added guidance. You see little widgets all the time where they pop up and say, "Hey, you haven't filled this form in correctly". Where customers either have run into an issue or likely to run into an issue, in my opinion, one of the best things that you can do as a support person is to send a notice of some sort or, pop up a message in your app or whatever it might be and let people know that. What are your thoughts on proactive support when things go wrong? So to me, effortless experience is just all about figuring out where those friction points are and figuring out how you can resolve those again, with tooling, with better knowledge with proactivity, which we'll talk about I'm sure later, but figuring out how can I get this information without having to add in pain points along the way.
So you type that in and it's like, "I don't understand what you're saying". I feel like we in the support industry love to solve problems and use tools that benefit us, but we should be focused on how we can deliver that service and remove that friction that some of those tools introduce into the process.įor example, if you've ever been on a chat bot widget and you're just not getting the answer you want and you're just like "I want to speak to a person, just give me a person". What makes a customer experience effortless?Įffortless experience to me is the key to a good customer experience.
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