![]() ![]() I know, I know, Zoom requires the same thing. I hate the need to download an app to share screens or annotate a screen. is also “light weight.” It doesn’t have a ton of crazy features or things you don’t need and it’s menu interface is intuitive to use. I’ve never had a problem with the video or voice quality on calls. I find my video quality degrading often when I use Google Meet. I like the call quality and video quality as well. It’s very similar to Zoom in that a customer or other person meeting with you just needs to click a URL to join the meeting. I like that it’s easy to start a meeting and invite someone to the meeting. But it’s refreshing to see a different design in today’s modern world of sharp edges. I know, I know - it’s not a functionality thing. While the app has improved since we stopped using it a few years ago, it still requires users to be a bit more technologically savvy than I’d prefer to allow for screen sharing. My company used to use it for our customer virtual meetings. The last point is why I was not a huge fan of before this review. True, they will often give me the number to call but that stinks! I have to hang up, dial the number, sift through the automated prompts again, retell my story, and pray that the person on the other line can help me. I can’t tell you how many times I’ve called my insurance provider to only be told the person I’m speaking with can’t help me and I need to call another number. I said “we all know this to be true” because we’ve all dealt with Comcast or any other organization that does a poor job of customer service. We all know this to be true but we don’t design our systems around this thinking. Couple this with the fact that humans tend to speak more about negative experiences than positive ones and it’s a recipe for disaster.įourth, and finally, the key to mitigating customer disloyalty is reducing customer effort. You have to do work, deliver value and not disappoint. Third, generally speaking, customer service interactions hold more potential to harm your customer than help your company.Ĭonsider, when was the last time you called a company to say thank you? Now, compare that with the last time you called a company to complain about something? The majority of every customer-initiated interaction starts from a negative space. Just because you're satisfied doesn’t mean you’re not going to think the grass is greener on the other side. Thankfully, we’re all mostly in the software space where the cost of switching helps retention but the urge is still the same. Even though you’re completely satisfied with your current option, you’re still going to go to the other restaurant - even if it’s just to test it out or for a change of pace ever so often. Now, let’s pretend a competing small little italian restaurant opens up directly across the street from your favorite place. You go there for dinner every Friday night and you love your experience everytime you go. Let’s say you absolutely love a small little italian restaurant down the street from your home. This is not a direct analogy, but stick with me. Second, you can be completely satisfied with a service but still intend to cancel it. You can’t go above and beyond for every customer and, when you’re spending extra time to delight one customer, you’re often making other customers wait longer. Folks will remember it! But, delighting customers is just plain expensive. True, when you go above and beyond to delight a customer, you’re creating a feel good moment. The authors conducted research, using 97,000 survey responses, comparing the customer’s experience with their retention and buying habits to find four main points.įirst, delighting customers does not always pay. What matters is creating a low-effort experience for your customers. Delighting customers is not what matters. We’ve all been told our whole careers “You need to go the extra mile for every customer” or “You have to make every experience as memorable as possible to create loyalty” or “Don’t be a vendor!”įrankly, the Effortless Experience turns all those ideas on their heads. ![]() The central tenant of The Effortless Experience is that your soft focus in Customer Service and Customer Success should be to reduce customer effort as much as possible. I decided to talk about this week because I was reviewing my notes from a book called “ The Effortless Experience” and it made me think about my experience with. offers most of the same features you’d see from other video conferencing softwares but with its own unique quirks. In this episode of Apps for Success, we’re continuing our video conferencing trend and reviewing another solution for you! This episode, we’re talking about. ![]()
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