51: If You Make Things Too Hard for Customers They Will Abandon You

In this episode, I talk about the 5 tips to make things easier for customers and reduce friction in your business.

Eliminate rules that are silly or make processes intentionally difficult Train and empower your agents Take the customer journey Reinforce behaviors with recognition Step into a front line role to understand your service model

 

It's time for the great service comeback!

 

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

 

Tony Johnson Customer Service Expert | Author | Trainer | Speaker

 

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