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.

It’s a good book. Does a good job of explaining why and how it is important to have an easy customer experience. It’s discussion about least amount of effort really does mean a lot with the current world environment.

This is a call center book. If you run one, then it's for you. The author tries to say it applies to all types of services - including B2B. The research is impressive and I'm sure all types of companies can take something away from it. But it is very focused on ways to improve customer call center experience.

The Effortless Experience me ha ayudado muchísimo a mejorar cómo abordo el servicio al cliente en mi trabajo. El enfoque de reducir el esfuerzo del cliente —en vez de solo sorprenderlo— me abrió los ojos a nuevas formas de fidelizar. Las estrategias y ejemplos prácticos que ofrece son fáciles de aplicar en el día a día, y me han ayudado a replantear procesos y comunicación con los clientes. Muy útil para quienes trabajan en servicio, experiencia del cliente o liderazgo.

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.

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!)

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 book is one of the best business books I have ever read! The authors have carefully analysed many surprising survey results to translate it into very pragmatic easy-to-apply tools and checklists. I am currently very interested in customer service topics anyway so it gave me a valuable insight into some of the mechanics leading to "less customer effort" ultimately achieving higher company profitability. A must read for all people with customer interfacing responsabilities.

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.

The book s extremely interesting and is the result of a huge research done by the writers. The problem from my üoint of view is that it is written for and centered around the contact centers world and very little about the rest of the businesses. I'd recommend reading it anyway as many concepts are common to other types of service environments.

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

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

Must read book. It is the advanced class of ETDBW, Easy To Do Business With. Lots of metrics to prove that if you focus on how much effort customers have to put in, there is big pay off. What is compelling is that there are stats backing up the science.