Webster’s Dictionary defines effort as “strenuous physical or mental exertion”. If you’ve ever had to call a business multiple times to resolve an issue or wasted precious time being hopelessly lost in a confusing automated phone menu, then you can relate to this strenuous mental exertion. The amount of effort customers experience when interacting with a business directly impacts their relationship. If your organization is losing customers despite having a superior product or service, then customer effort may be the culprit. Harvard Business Review takes it a step further stating that “the #1 most important factor in customer loyalty is the reduction of customer effort.”
December 26, 2019
