{"id":1175,"date":"2012-01-09T15:41:37","date_gmt":"2012-01-09T15:41:37","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1175"},"modified":"2012-01-09T15:41:37","modified_gmt":"2012-01-09T15:41:37","slug":"why-dont-we-reward-customer-effort","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/why-dont-we-reward-customer-effort\/","title":{"rendered":"Why don&#8217;t we reward customer effort?"},"content":{"rendered":"<p>There are usually many ways to get in touch with a company &#8211; some of them are more difficult than others.\u00a0 Look at the following list<\/p>\n<ul>\n<li>Writing a<a title=\"letter\" href=\"http:\/\/www.bing.com\/search?q=fountain+pens&amp;qs=n&amp;sk=&amp;sc=8-3&amp;form=QBRE\" target=\"_blank\" rel=\"noopener\"> letter<\/a> (yes, with pen and paper)<\/li>\n<li>Sending an <a title=\"mail\" href=\"http:\/\/www.imdb.com\/title\/tt0128853\/\" target=\"_blank\" rel=\"noopener\">email<\/a><\/li>\n<li>Writing a comment on a <a title=\"social network\" href=\"http:\/\/www.facebook.com\/Plantronics\" target=\"_blank\" rel=\"noopener\">social network<\/a><\/li>\n<li>Making a <a title=\"phone call\" href=\"http:\/\/www.plantronics.com\/uk\/product\/calisto-800\" target=\"_blank\" rel=\"noopener\">phone call<\/a><\/li>\n<li>Using a <a title=\"smartphone app\" href=\"http:\/\/fonolo.com\/\" target=\"_blank\" rel=\"noopener\">smartphone app<\/a><\/li>\n<li>Sending a <a title=\"tweet\" href=\"twitter.com\" target=\"_blank\" rel=\"noopener\">tweet<\/a><\/li>\n<\/ul>\n<p>Out of all of those, sending a tweet probably takes the least effort for a customer, and writing a letter takes the most effort.\u00a0 So why does it feel like companies reward a high level of <a title=\"customer effort\" href=\"http:\/\/thinkinglikeacustomer.com\/customer-experience\/customer-effort\/\" target=\"_blank\" rel=\"noopener\">customer effort <\/a>with a low level of response, and vice versa?\u00a0 Shouldn&#8217;t my decision to take a lot of effort to get in touch with them be rewarded?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are usually many ways to get in touch with [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1175"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1175"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1175\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1175"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1175"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1175"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}