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Companies should prioritize reducing customer effort from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The key idea here is that companies must make it as easy as possible for their customers to do business with them. This means reducing the amount of effort that customers have to put in when using their products or services. To achieve this, companies need to focus on eliminating obstacles and simplifying processes. This can involve streamlining their customer service systems, providing clear and concise instructions, and making their products more intuitive and user-friendly. By prioritizing the reduction of customer effort, companies can increase customer satisfaction and loyalty. Research has shown that customers are more likely to continue doing business with a company that makes their lives easier, even if they encounter the occasional problem or issue. Moreover, by minimizing customer effort, companies can also reduce costs related to customer service and support. When customers can easily find solutions to their problems or navigate through the company's website without difficulty, they are less likely to require assistance from a live agent or support team.- The goal is to create a seamless and effortless experience for customers at every touchpoint. This requires a shift in mindset from focusing solely on delivering exceptional service to also prioritizing the reduction of customer effort. By doing so, companies can differentiate themselves in a competitive marketplace and build long-lasting relationships with their customers.
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