Are You Easy to Do Business With?

February 24, 2014

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 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.

8 thoughts on “Are You Easy to Do Business With?”

Shonali Burke
February 26, 2014 at 10:50 am

I love how simple this post is, Adam. I think I’m going to print out the headline and frame it – THAT is how impactful it is!
1. Adam Toporek
  February 26, 2014 at 9:38 pm
  
  What a nice comment. Many thanks Shonali!
Laura Click
February 27, 2014 at 9:44 am

Look at you, Adam! How awesome that you’re blogging for Salesforce! Off to check it out. 🙂
1. Adam Toporek
  February 27, 2014 at 3:13 pm
  
  Thanks so much Laura!
Tom Pick
February 27, 2014 at 1:59 pm

Excellent post Adam, customer experience is so important to maintaining loyalty. Your readers may also enjoy a post over on MarketingProfs.com (http://www.marketingprofs.com/articles/2014/24374/the-most-important-element-for-increasing-leads-and-sales) that comes at this same topic from a slightly different angle: the importance of reducing or eliminating “friction” at all customer touchpoints.
1. Adam Toporek
  February 27, 2014 at 3:22 pm
  
  Thanks for taking the time to weigh in Tom.
jack white
June 12, 2015 at 6:36 pm

I remember using Salesforce for something but I can’t remember what it was for. I think it was for managing accounts on it once before. There is so much you can do with it that I can’t remember what I function it was for at my previous job.
1. Adam Toporek
  June 16, 2015 at 6:52 am
  
  It does so many things I can definitely see that Jack.