{"id":5149,"date":"2024-02-29T09:07:47","date_gmt":"2024-02-29T08:07:47","guid":{"rendered":"https:\/\/www.moebiusconsulting.com\/la-optimizacion-del-esfuerzo-de-cliente-un-reto-para-las-empresas-que-quieran-ser-lideres-en-experiencia\/"},"modified":"2025-06-23T11:35:24","modified_gmt":"2025-06-23T09:35:24","slug":"optimising-customer-effort-a-challenge-for-companies-that-want-to-be-leaders-in-experience","status":"publish","type":"post","link":"https:\/\/www.moebiusconsulting.com\/en\/optimising-customer-effort-a-challenge-for-companies-that-want-to-be-leaders-in-experience\/","title":{"rendered":"Optimising customer effort. A challenge for companies that want to be leaders in Experience."},"content":{"rendered":"\n

Philosophers have been discussing for centuries whether man is naturally good, as Rousseau <\/a>thought, or, on the contrary, a wolf to other men, as Hobbes <\/a>argued.<\/p>\n\n\n\n

Customer Experience <\/strong>consultants have little to say about this age-old debate, but what we are convinced of is that men (and women) are by nature lazy.<\/p>\n\n\n\n

Human beings, customers, are tremendously lazy by nature, or if you want to put it positively, we have more interesting things to do than make the effort to contract or make use of the products and services we buy.<\/p>\n\n\n\n

Therefore, for all companies that want to be leaders in Customer Experience and Sales<\/strong>, including customer effort indicators in their scorecard must be a priority.<\/p>\n\n\n\n

We call customer effort the non-monetary cost of the transaction.<\/strong> A customer makes a significant effort when he or she has to spend time or energy to engage or resolve a problem with us. Customer effort can also be being worried or feeling insecure.<\/p>\n\n\n\n

Let’s look at some examples of customer effort<\/strong>:<\/p>\n\n\n\n