No matter what industry we are in, we are all striving to provide a better customer experience. It seems like a few years ago, brands were starting this trend of trying to be everything to everyone. Pushing themselves into segments they didn’t really have a product or service to offer, but they were going to find a way to provide it.
All this effort was actually going to waste, it seems. Brands that stuck by their product and service and stayed within their market were actually seeing the greatest growth and loyalty.
Through several studies, it was discovered that the more choices offered, the less loyal the consumer. According to Matt Dixon, Nick Toman, and Rick DeLisi, this is something called The Effortless Experience.
Typically when a customer comes to you, they have a problem that needs a solution, an effortless (on their part) solution. Through their studies, DeLisi said that customers who are given a solution with low-effort on their part are 10 times less likely to become disloyal to a brand than those who have to make a significant amount of effort.
While it seems that this type of customer experience would take a lot of effort on your part, it seems that it actually makes things much simpler for you as a brand. Regardless of where you work, your mission is simple: To provide a great, low-effort customer experience by providing their solution. For each brand, it might look a little different but the end result should be the same.
When deciding how to proceed with your brand, think of how to provide the best customer experience. Is your website easy to navigate? Does it answer questions that might come to the mind of your target audience? Do you provide an easy and simple way for your customer to receive the solution they are looking for?
If you aren’t asking these questions, maybe the time to start is now. Susan J. Campbell wants to take the first step and provide you with a low-effort customer experience. Just give us a call and we will help you ensure an effortless customer experience for your customers!