
Posted by Lauren Kindzierski
HGS recently released a white paper on this year’s 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect Disrupter No. 1, Reducing Customer Effort, highlighting five strategies designed to reduce the burden on the customer for an improved and more frictionless CX to ultimately drive a higher CSAT and NPS score for your business.
Leading to Low Effort
What do customers really want? It’s an efficient, satisfactory solution to their queries, according to a recent study conducted by the Corporate Executive Board and published by the Harvard Business Review. The study demonstrated that reducing customer effort increases the likelihood that the customer will return, increases the amount they will spend and increases their propensity to speak positively about the company – in other words they will become more loyal. The research also states that low effort scores led to a 94% likelihood to repurchase and an 88% chance to increase spend. All the more reason to initiate these five strategies for a better CX:
These five straightforward strategies will help your customers get the right answer, fast, for optimize customer experience. Reducing your customers’ effort will allow your company to focus more on your core business and aim for higher quality work with relative ease.
Source: http://www.teamhgs.com/blog/cx-trends-forecast-disrupter-no-1-5-ways-to-reduce-effort/
Publish Date: June 15, 2016 5:00 AM |
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