Customer Experience Training & Workshops

Reducing Customer Effort

We often hear about customer satisfaction and how it’s pivotal for the success of any service-oriented organisation. But there’s another term we should pay close attention to – customer effort. Customer effort refers to the amount of work the customer has to do to get their problem solved, their needs met, or their products received. It is a critical metric because the less effort a customer has to put in, the more satisfied and loyal they are likely to be.

Background

Reducing the effort it takes for end-users to access your services

For purpose-led organisations (NGOs, social enterprises, government agencies, charities and not-for-profits) understanding and reducing customer effort is crucial. These organisations often work with limited resources, and their beneficiaries or clients usually seek support for serious, sometimes critical, needs. If we can make their journey smoother by reducing the effort they have to put in to get help, we not only enhance their experience but also build trust and credibility for our organisation.

We should remember that a low-effort experience doesn’t just make life easier for customers or end-users; it also streamlines our operations, making us more efficient. By analysing the points where customers face the most friction, we can optimise processes, saving time and resources. This, in turn, allows them to serve more people and to do so in a more impactful way.

Session focus

Master customer effort as a tool for continuous improvement and service development

Our workshop is designed to equip participants with the knowledge and tools they need to create low-effort experiences for their customers and end-users. The focus is on practical strategies and real-world examples that highlight how small changes can make a big difference in reducing customer effort.

Throughout the day, we’ll delve into why customer effort matters and how it ties into the overall customer experience. We’ll explore the common pitfalls that lead to high customer effort and learn how to avoid them. We’ll also look at various ways to measure and analyse customer effort, which is crucial in making informed decisions about where to focus improvements.

By the end of the workshop, attendees will have a clear understanding of what customer effort is, why it’s important, and how to start implementing changes that will make a significant impact on their service delivery. We’re committed to making sure that each participant leaves with actionable insights that they can apply immediately to their work.

Target audience

For anyone who wants to make their service easier and simpler for customers

Our workshop is designed for a wide range of audiences who are involved in service delivery and are responsible for customer or end-user satisfaction. These include:

  • NGO Staff: Those who work in non-governmental organisations and are looking to improve the services they provide to beneficiaries.
  • Social Enterprise Employees: Individuals involved in social businesses that aim to have a positive impact on their community or environment.
  • Not-for-Profit Teams: Workers in not-for-profit entities who are dedicated to serving their cause with the most impact and efficiency.
  • Customer Service Representatives: Frontline staff who interact directly with customers and are essential in shaping the customer experience.
  • Service Designers: Professionals responsible for designing services and customer journeys that are user-friendly and low-effort.
  • Management and Leadership Teams: Leaders who need to understand the importance of customer effort in strategic decision-making and organisational efficiency.

Whether our participants are interacting with customers directly, designing services, or making decisions that affect how their organisation runs, understanding how to reduce customer effort will be beneficial.

Learning Objectives

Actionable, adaptable tools to review and reduce effort along the customer journey

During our workshop, we’ll aim to achieve the following key learning objectives:

  1. Understand the Concept of Customer Effort: We want our attendees to grasp the importance of customer effort and how it impacts customer loyalty and satisfaction.
  2. Identify Areas of High Customer Effort: Participants will learn how to spot the processes and touchpoints that create unnecessary work for customers.
  3. Measure and Analyse Customer Effort: We’ll provide methods and tools for measuring customer effort effectively, enabling attendees to focus improvement efforts where they are needed most.
  4. Create Strategies to Reduce Customer Effort: Attendees will leave with concrete strategies and action plans to create more seamless and low-effort customer experiences.
  5. Implement and Monitor Improvements: We aim to empower participants with the knowledge to not only implement changes but also to monitor their impact and adjust strategies as necessary.

By achieving these objectives, our participants will be well-equipped to make a real difference in their organisations and for the people they serve.

Workshop Content

What we’ll cover in this workshop on reducing customer effort

Our workshop is comprehensive, covering a range of topics and practical exercises. Here’s a summary of the content and the agenda for the day:

  • Introduction to Customer Effort: We’ll start with an overview of what customer effort is and why it’s so important. We’ll explore the link between customer effort and satisfaction, and discuss the impact of high-effort experiences.
  • Identifying High-Effort Areas: We’ll work through various methods to identify where customers are putting in the most effort and why. This will include journey mapping exercises and analysing customer feedback.
  • Measuring Customer Effort: We’ll look at different metrics and tools that can be used to quantify customer effort. Attendees will learn how to use these tools to gather actionable data.
  • Strategies for Reducing Customer Effort: We’ll introduce and work through several strategies that can be used to reduce customer effort, including process simplification and service design principles.
  • Implementing Improvements: We’ll discuss how to turn strategies into action. This will include creating an implementation plan and understanding how to overcome common barriers to change.
  • Monitoring and Adjusting: The final session will cover how to monitor the effectiveness of implemented changes and how to iterate based on results and feedback.

Throughout the day, we’ll use a combination of presentations, group discussions, and interactive exercises to ensure a rich learning experience.

Learning outcomes

Clear, actionable steps towards reducing customer effort and improving the customer experience

By the end of the workshop, participants can expect the following outcomes:

  1. A Deep Understanding of Customer Effort: Attendees will fully understand what customer effort is and why it’s a critical metric for service improvement.
  2. Ability to Identify Friction Points: Participants will be skilled at identifying where their service might be causing unnecessary customer effort.
  3. Proficiency in Measuring Customer Effort: They will know how to measure and track customer effort, using both qualitative and quantitative data.
  4. Strategies for Immediate Implementation: Attendees will leave with practical strategies that they can implement in their organisations to reduce customer effort.
  5. Ongoing Improvement Skills: They will have the skills to monitor the impact of their changes and to make ongoing improvements to their service delivery.

These outcomes will empower participants to make meaningful changes in their organisations, leading to better customer experiences and more efficient service delivery.

Practical applications from the session

Real, practical improvements you can make to reduce the effort it takes to use your service

Armed with knowledge from our workshop, participants can take a variety of actions to improve their services. Here are five examples:

  1. Redesign Customer Journeys: Participants can map out the current customer journey, identify areas of high effort, and redesign the journey to be more streamlined and user-friendly.
  2. Simplify Processes: They can review and simplify complex procedures that may be causing customer frustration or delays.
  3. Train Customer Service Teams: With new insights, they can train customer service teams to recognise and reduce customer effort during interactions.
  4. Implement Feedback Systems: Participants can set up systems to regularly collect and analyse customer feedback specifically focused on effort, using this data to drive improvements.
  5. Create a Culture of Ease: They can champion a culture within their organisation that prioritises ease for customers, encouraging ongoing attention to reducing customer effort in all areas of service.

These are just a few examples of how the learnings from our workshop can be applied to create positive change for customers and end-users.

Our approach

Grounded in our extensive customer experience background

We believe that learning is most effective when it is engaging, interactive, and thought-provoking. That’s why our training workshops are designed to be as participative as possible. We use a mix of action learning methods, where participants are encouraged to learn by doing. This could include role-playing exercises, group problem-solving activities, and hands-on work with the tools and strategies we discuss.

Our coaching philosophy ensures that every participant is seen as an individual with unique experiences and insights. We encourage sharing of experiences and peer learning, where participants can learn from each other as well as from us. Discussions are designed to be thought-provoking, challenging attendees to think critically about their current practices and how they can be improved.

Finally, we draw on best practice approaches to training. We stay up-to-date with the latest research and developments in the field of customer experience and service design, ensuring that what we teach is not only practical but also cutting-edge. Our goal is to equip participants with the knowledge and skills they need to excel in their roles and to make a real difference in their organisations.

In conclusion, our workshop on reducing customer effort is essential for anyone looking to improve their service delivery and enhance the overall customer experience. By focusing on the concept of customer effort, we can create more efficient, effective, and satisfying services for everyone involved. We invite you to join us in this engaging and transformative learning experience.

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