The True Cost of Inconvenience
If merchants invest in the customer experience, customers will invest in them according to a new Customer Effort Impact survey by Avaya that highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins.
This means that inconvenience has its price. When online companies ask customers to jump too many hurdles to get the service they desire, the less likely they are to convert. For more customer experience survey results, see the Avaya infographic below.