It’s the Easy, stupid!
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of 125,000+ consumers and 5000+ customer service representatives, conducted by CEB (Corporate Executive Board). You can learn more about this in a presentation delivered by CEB at eGain World 2014 in San Jose.
Given that today’s consumer interactions with the business are comprised of omnichannel journeys, how can you then reduce customer effort in their journeys so you can earn their loyalty? What works and what doesn’t?