The Support Driven Book Club met for the 4th time to discuss The Effortless Experience. In the last meeting for this round of the SD book club, we covered the seventh and eight chapters.

The seventh chapter focused on making low effort initiatives stick within an organization. The authors discussed tactics for getting employees to focus on reducing effort, like making sure employees have the leeway to research a support case (instead of focusing on metrics, like reply time). The chapter also walked through coaching employees on effortless initiatives rather than training.

The eighth chapter stepped out of the help desk. The book shared examples of reducing customer effort in product design, retail stores, and purchase experiences.

Book Club Highlights

In what ways did the book change your opinion or perspective?

Stacy and I both came away noting how important feelings are important. When creating an effortless experience, if the customer feels like the experience isn’t effortless, then it wasn’t. That includes obvious things like improving customer-facing processes but also using language that isn’t negative (e.g. I hate to be the bearer of bad news, Unfortunately, that isn’t possible).

We had a lively discussion about how most people don’t want to contact support. For instance, if you’re a project management app, most customers aren’t setting out to contact support. That makes making the support easy so important so that we’re not adding undue burden to our customers.

Other topics we discussed

  • After reading the book, what skills will you take (or have already) to your team to try to implement now?
  • How do you plan to make sure your experiences stay effortless?
  • Have the authors proven that customer effort drives or predicts customer loyalty?
  • In the future, do you hope to use the Customer Effort Score (CES) in your transactional surveys?
  • What other books do you recommend to the group?

Previous recaps:

Want to talk about any and all books? Check out #x-books in the Support Driven Slack if you’d like to discuss books that you’re currently reading!

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