Brands are still getting the basics wrong when it comes to customer interaction. This not only creates dissatisfaction but, more importantly, it builds a sense that a brand is ‘being difficult’. Based on new research covering over 27,000 brand interactions, research firm Delineate has developed a sophisticated model of ‘customer effort’ which helps brands understand how improvements of interaction can impact customer loyalty.
In a world where virtually anything we want is only a click away, customers expect their interactions with brands to be simple and fast. This whitepaper dives into the key challenges for brands in customer effort.
Easy Street: Finding the path of least resistance for customer loyalty
The Satisfaction Myth: A shift to effort and the new challenges for brands
The Ease Factor: The pitfalls of difficult interactions
The Effortless Experience: Make the customer's life easier by minimizing effort