The Importance of Simplicity in Customer Experience

Consumer Products & Retail

February 7, 2018 / 2 min read


Customer Experience

The Importance of Simplicity in Customer Experience

Simplicity, design and quality are key in retaining customers and among the main pillars of customer experience.

Ricardo Saltz Gulko, a member of the international advisory committee of the Customer Experience Professionals Association, presents his point of view on the impact of simplicity in customer experience. In this article, he discusses an important observation gathered throughout his career: consumers don’t just want to hear a good sales pitch they want a solution to their problems. He highlights that simplicity as well as design and quality present huge strategic advantages in terms of customer experience.

To support his findings, he presents the results of a study led by Siegel + Gale. Here are the main highlights:

  • 64% of consumers will pay more for simpler experiences.
  • 61% of consumers are more likely to recommend a company (NPS) because it is easier to do business with the latter.
  • A stock portfolio of companies focusing on simplicity as part of their strategy outperformed major stock indexes by 330%.
  • When experiences are too complex, a company can leave an important share of its revenue on the table.

In closing, the author reminds his readers of the importance of crafting simple solutions for customers as this will have trigger a high retention rate.

You would like to set up simple solutions that meet your customers’ expectations that will then trigger a sustainable relationship with them? Why not contact us to implement your customer experience measurement and management program?


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