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Would you recommend this audiobook to a friend? If so, why?
This is a fresh look at customer service and how to improve it. By focusing on making things EASY. Great examples and well through through principles that can absolutely be implemented without formal (expensive) training or additional workshops!
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If you could sum up The Effortless Experience in three words, what would they be?
Shows you how to create an effortless experience, but keeps it clear and general enough for you to not get lost in the details of the examples but rather be able to naturally apply to your company. Wonderful book, really hits at HOW we tend to naturally think and how we SHOULD think about service.
What was one of the most memorable moments of The Effortless Experience?
How clear the limitations of most customer service metrics are on representing the client experience.
Which scene was your favorite?
The break down of how what is a First Call Resolution in the system could easily be a one or more channel switch. Changing the mind set from "issue/call/interaction" to "events"
Did you have an extreme reaction to this book? Did it make you laugh or cry?
Yes, It made me think about everything at my workplace (SAAS call center, I handle cancellation/retention calls and escalation calls)
Any additional comments?
Fantastic book. Especially if at a SAAS company, all team members should read this book.