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Contact Us to Learn MorePhone: +1-866-913-6451
E-Mail: [email protected]
Web: cebglobal.com/effortless
cebglobal.com1© 2015–2016 CEB. All rights reserved. CCC4853415SYN Detail about CEB Inc. and its subsidiaries can be found at cebglobal.com/offices.
A proven method to improve your customer service experiences while reducing disloyalty and lowering costs
High Effort
Executive Buy-In to Effort
Lower Effort
• Low-effort skills enablement• Coaching effectiveness• Hiring for low-effort abilities
Resulting in:
• Disloyalty
– Customer Churn
– Negative wordof mouth
– Smaller share of wallet
• High cost-to-serve
Resulting in:
• Reduced disloyalty
– Positive wordof mouth
– Greater share of wallet
– Increased repurchase rates
• Decreased cost-to-serve
• Process improvements• Technology investments• Multichannel integration
“Feel”
Assess & Measure
Alignment & Adoption
The Low-Effort Path
CEB Effortless ExperienceTM
“Do”
Contact Us to Learn MorePhone: +1-866-913-6451
E-Mail: [email protected]
Web: cebglobal.com/effortless
cebglobal.com2© 2015–2016 CEB. All rights reserved. CCC4853415SYN Detail about CEB Inc. and its subsidiaries can be found at cebglobal.com/offices.
CEB Customer Contact Leadership Council resource highlights
Executive Buy-In to Effort
Assess & Measure
Alignment & AdoptionFeelDo
• Building the BusinessCase for Customer Effortresearch
• Inside the Low-EffortService Organizationresearch
• Customer EffortIntroduction advisoryteleconference
• Customer Effort Audit tool• Customer Effort ScoreStarter Kit
• Customer EffortMeasurement advisoryteleconference
• Customer Effort Journeyworkshop
• Website Stickiness Audit tool• Issue-to-Channel Mappingtool
• Capturing High-EffortPolicies research
• Advisory teleconferences(sample topic:Multichannel Strategy)
• CEB Ignition™ Guides(sample topics: ExperienceEngineering, CustomerBaggage Handling)
• Hiring for Low-EffortPotential research
• Next Issue Avoidanceresearch
• Advisory teleconferences(sample topic: Low-EffortHiring Approaches)
• CEB Ignition Guides(sample topic: Buildinga Competency-BasedQA Program)
• Network Judgment Audit tool• Advisory teleconferences(sample topic: Measuringand Rewarding Staff)
• Creating a Low-EffortCulture workshop
The Low-Effort Path
Contact Us to Learn MorePhone: +1-866-913-6451
E-Mail: [email protected]
Web: cebglobal.com/effortless
cebglobal.com3© 2015–2016 CEB. All rights reserved. CCC4853415SYN Detail about CEB Inc. and its subsidiaries can be found at cebglobal.com/offices.
• Why Customer EffortMatters on-site
• Effortless Experience™keynote
• Effortless ExperienceDashboard
• Increasing Web Self-ServiceUtilization on-site
• Multichannel Guidance andIntegration on-site
• Improving Issue Resolutionon-site
• Effortless ExperienceCapabilities Builder
• Effortless Experience Pre-Hire Assessment
• Best Practices on-site(sample topics: Low-EffortHiring, Baggage Handling)
• Effortless ExperienceCoaching Capabilities Builder
• Coaching LeadershipEngagement
• Quality TransformationEngagement
• Best Practices on-site(sample topic: Creating aLow-Effort Service Culture)
Additional services
CEB Customer Contact Leadership Council resource highlights
The Low-Effort Path
• Building the BusinessCase for Customer Effortresearch
• Inside the Low-EffortService Organizationresearch
• Customer EffortIntroduction advisoryteleconference
• Customer Effort Audit tool• Customer Effort ScoreStarter Kit
• Customer EffortMeasurement advisoryteleconference
• Customer Effort Journeyworkshop
• Website Stickiness Audit tool• Issue-to-Channel Mappingtool
• Capturing High-EffortPolicies research
• Advisory teleconferences(sample topic:Multichannel Strategy)
• CEB Ignition™ Guides(sample topics: ExperienceEngineering, CustomerBaggage Handling)
• Hiring for Low-EffortPotential research
• Next Issue Avoidanceresearch
• Advisory teleconferences(sample topic: Low-EffortHiring Approaches)
• CEB Ignition Guides(sample topic: Buildinga Competency-BasedQA Program)
• Network Judgment Audit tool• Advisory teleconferences(sample topic: Measuringand Rewarding Staff)
• Creating a Low-EffortCulture workshop
Executive Buy-In to Effort
Assess & Measure
Alignment & AdoptionFeelDo
