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Effortless Interactions
Make it easy for your customers to buy from you.
Customer Effort Score
Have you ever tried to buy something, but found the process so complicated that you just gave up?
The line at the store was too long, you had to send a copy of three different forms of identification, you had to open an account, verify your email, do a bunch of ‘games’ to prove you’re a human, and log in to your new account before you could complete your purchase — whatever it was, it was too complicated and you gave up.
We’re the instant generation, and expect things to be quick and easy. If they aren’t, we’ll happily switch to someplace else where they are.
In the world of customer service, there is a metric called CES: Customer Effort Score. CES is a measure that describes how much effort your customers have to put in in order to buy and set up your product. The higher your score, the less effort customers put it — and the more they enjoy their product.
The goal is to provide an effortless customer experience, in order to boost customer satisfaction and retention .
If you make the process of doing business with you as effortless as possible, customers are far more likely to remain loyal. Effort is actually the biggest factor in…
