resttronic.blogg.se - Effortless experience

How to Apply Concepts from The Effortless Experience What should matter is that customers have an effortless and seamless way to solve the issues that arise. Combined with other factors like channel switching, indifferent or plain terrible agents and long resolution times, this makes for experiences that are often full of effort for the customer – and focusing on customer satisfaction doesn’t often solve that effort. The Effortless Experience insists that the hassle that customers are put through is enough to drive down customer loyalty.

And if the customer ends up contacting you, they want a smooth and effortless interaction. In fact, Forrester research has shown that self-service has overtaken other channelsfor service, showing that customers generally want to solve problems for themselves. The writers insist that you should work on the premise that customers do not want to contact you at all. The fact that the customer has needed to have a conversation with you increases the likelihood that they will actually perceive the encounter as a negative experience, because of the effort spent dealing with the issue in the first place. The book’s main point is that delighting customers in conversation will not create a positive experience. The Effortless Experience maintains that in CX, we are often measuring the wrong thing – and we should not focus primarily on customer satisfaction. This book, on the other hand, is in direct contradiction to almost all of the teachings from “Lessons from the Mouse.” Whereas the former promotes exceptional, proactive customer service and creating an unforgettable experience, the Effortless Experience emphasizes simplicity over everything else. It also makes it easier to deal with disgruntled customers when they’re approached with empathy and interest. For individuals or agents who are feeling like customer questions are mundane or shallow, approaching customers with the mindset that they are dignified and interesting helps to dispel this. It’s also a great antidote for anyone feeling cynical about their work with customers. “Lessons from the Mouse” is more inclined to help companies whose main CX aim is to exceed customer expectations. How to Apply Concepts from Lessons from the Mouse This also prevents answering seemingly stupid questions with a sarcastic or condescending tone.

According to Lessons from the Mouse, when customer care agents develop this mindset, they take on every interaction as a chance to share with an interesting person, and as a result, the customer experience is improved. It is a simple idea that never fails to work.

“The golden rule” is advocated whereby each customer is to be treated as an interesting and dignified person.

Being happy and jovial also makes the job fun and easy to deal with customers.

Empathetic support agents are crucial in creating an unforgettable experience.

“Lessons from the mouse” also emphasizes that you should put yourself in the customers’ shoes to develop empathy.

Even if they’re wrong, you should not be condescending or answer “stupid” questions with sarcasm. Lessons From the Mouse promotes a few tenets which should be followed to promote customer loyalty. This book teaches us how to deal with customers to promote a “walk through fire” degree of loyalty the way Disney World does it. The mouse, in this case, is probably the most famous and iconic one around aside from Jerry – Mickey Mouse, the mascot for Disney. Let’s explore some elements of each book to see how the lessons taught can be applied to organizations. However, these two books are almost entirely contradictory in their methods and underlying principles. They each make a strong case for how best to serve customers and improve their overall loyalty and ‘stickiness’.

The Effortless Experience: Conquering the New Battleground for Customer Loyalty.

Lessons from the Mouse: A guide to applying Disney World’s Secrets of Success to your organization, Your Career and Your Life, and.

After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.Ĭontrasting this is another viewpoint which states that focusing on delivering exceptional service isn’t what will win customer loyalty – it’s reducing effort that will keep customers coming back.Ĭhampioning both of these very disparate viewpoints are two fascinating books that you should definitely read: This is something we’ve always believed to be true and accurate. A long-held belief is that exceptional customer service will bring with it extraordinary loyalty.