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Great customer experiences are effortless
Interactions that put the onus on the customer, soaking up their time and energy, are quickly put off or replaced with those that are less demanding. Few things generate more goodwill and repeat business than being effortless to deal with. In this chapter we will cover the most useful, practical ways that you can improve the customer experience by reducing the burden of effort put on the customer at each step of the journey.
Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away. ANTOINE DE SAINT-EXUPÉRY
Whatever the stock market does, whatever style may be fashionable, there is one trend that will not change: we will always seek to do more with ...
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