Companies like Amazon, Uber, and Deliveroo have set the bar for an effortless customer-first experience with their easy-to-use apps and efficient delivery service. Many organisations are striving to increase their customer experience by implementing a customer-first approach. Consumers of today are looking for every interaction to be easy and effortless, whilst being made to feel like they are your most important customer.

Do your front-line teams engage in conversation and qualify your customers, or simply answer their questions, leaving the customer to drive the sales process? If a team member agrees to follow-up with some information or a quote, is this provided, or do your customers have to chase for what they asked for? If the customer is doing the work and putting the effort into interacting with your business, your front-line team are not delivering an effortless customer-first experience.

Challenges like this will impact on your overall customer experience as well as a customer’s perception of your business. If a customer finds it too much effort to interact with your front-line team, they may walk away, ultimately impacting sales, repeat business and the likelihood to recommend your product or service.

By measuring your customer journey, one of our Customer-First Consultants will identify effortless areas and pain points with every touchpoint where a customer can interact with your business. This information will provide the consultant with the knowledge they need to work with your front-line teams to facilitate bespoke workshops, empowering your team to create and adopt a customer first culture and deliver an effortless customer experience.

Adopting an effortless customer-first culture will increase your customer service levels, which will have a positive impact on your team and your customers, whilst at the same time improving customer retention, staff retention and your bottom line.