The modern consumer faces hundreds — if not thousands — of choices every day. What to read. Where to shop. What to buy. And each of those decisions takes a mental toll.
4 Strategies to Simplify the Customer Journey
Making things easy is harder than you think.
May 14, 2021
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Summary.
While it may be tempting to offer your customers a never-ending array of products, customizations, and information, research shows that simplicity is almost always the best option for boosting both company value and customer loyalty. But what does it take to build a customer experience that’s smooth and simple from end to end? In this piece, the author offers four strategies to ensure simplicity is baked into every aspect of the customer’s journey: identify and communicate what simplicity means to your organization, look beyond product development to find ways to simplify throughout the customer journey, embrace internal complexity to achieve external simplicity, and remember that while simplicity is often necessary, it isn’t always the answer.