Are you easy to do business with?
This business maxim has been around for a long time, but the concept has been gaining more formal attention in recent years.
The Corporate Executive Board (CEB) has done some noteworthy research on customer effort – the idea that the more effort customers must exert throughout a service request or transaction, the less loyal they will be. In fact, the CEB has determined that customers who are forced to put forth high effort with a company are 96% more likely to be disloyal.
Even great customer service companies make the mistake of hassling their customers or being difficult to do business with. In our most recent Salesforce post 7 Customer Service Mistakes (And How to Avoid Them), we discuss being easy to do business with and six other common customer service mistakes that companies make and how to correct them.
Check out the post here at Salesforce!
Also, for more great information on customer effort check out my interview with Matt Dixon of the Corporate Executive Board.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.