Today’s customers want their lives to be as easy as possible. Think Uber, Grubhub, Amazon Prime and the endless number of apps designed to let you order anything you want to your door with a click of a button.
These on-demand services have proven that convenient and effortless transactions are indeed possible and are fast becoming expected by customers everywhere.
Businesses hoping to compete in this modern marketplace will need to adapt their customer-facing processes to ensure every interaction is as quick and seamless as possible. McKinsey’s research shows that companies that eliminate inefficiencies along the customer journey increase revenues by as much as 10-15%, while simultaneously lowering the cost to serve by up to 20%.
A Gartner study found even more dramatic results, reporting that moving from providing a high-effort customer experience to a low effort one cuts costs by 37%, and increases the likelihood of increased purchases by an astonishing 88%.