Is it me or has it become more difficult to have an interaction that goes smoothly? Can I make a call and receive an answer from the first person I speak with? Can I go to a store and have a staff member know where fresh salsa is located? And one of my favorites occurs when I make a purchase and the total is $12.33 and I give them $22.33 and they say you have given me an extra $2.00 which is unnecessary.
All of these experiences make purchasing a product or a service far from easy!
One would think making a transaction go smoothly would be the goal of any interaction with a customer. After all the lifeblood of a business is customers.
New studies have shown that reducing customer effort is a critical factor in driving loyalty and customers who have the best experiences spend 2.5 times more than those who don’t.(Harvard Business Review)
Making it simple for the customer has tangible benefits in $$$’s and intangible benefits with everyone they tell.
The old saying is still golden “KISS” (Keep It Simple Stupid)
