„Research shows that simplicity is almost always the best option for boosting both company value and customer loyalty.“ Richard L. Gruner states in this thought provoking article and offers 4 strategies to simplify the customer journey.
Those are the recommended strategies to simplify the customer journey – maybe not really qualifying as strategies – but rather as guiding principles.
1. Identify and communicate what simplicity means to you.
2. Don’t just build a simple product. Build a simple customer journey.
3. To achieve external simplicity, embrace internal complexity.
4. Remember that simplicity isn’t always the answer.
What we take away from Richard L. Gruners article is to review our offer, our approach, our communication, pricing and channel strategie and reshape the journey our customers need to undertake to do business with us. Who doesn’t like things to be simple?
Read the full article from HBR here or download as pdf
Find more valueable articles on customer centricity here.
The agent and supervisor: Another critical component of a simplified CX strategy involves agent and supervisor augmentation, alongside instant access to contextual information. Organizations need to establish a unified workspace in which agents have real-time access to the customer context, including historical information, product knowledge and next-step suggestions. Once agents are better equipped to manage the behaviors of today s customers, resolutions will occur much faster. Finding the right balance between automation and assisted services, and intelligently adding a human touchpoint to the journey.