As a customer, we’ve all experienced customer service calls that feel impossibly difficult. Maybe you couldn’t find a way to contact the company. Maybe they made you jump through hoops to get what you needed. High effort experiences are these interactions that make you work really hard to get answers. And they are one of the fastest ways a company can lose customers.
The CEB broke down the important parts of designing a low effort experience into four pillars:
https://customerthink.com/four-pillars-of-low-effort-customer-experience/
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