Customer Productivity

Customer Productivity

The concept behind customer productivity is simple.

How can your products and services make your customers more productive?

Here are some live examples of enhancing customer productivity: In fact all these are examples of customer productivity through effort reduction.

Customer Effort and Customer Productivity

Customer Effort is a new concept introduced through HBR article Stop Trying to Delight Your Customers, which aims at reducing the effort of customer to use a product or service. Research suggests Customer Effort has stronger correlation to repurchase and increasing spending than C-Sat and NPS.

Customer Productivity is a ratio of outputs derived by customers and inputs of customers. Outputs include goods & services purchased, tangible & intangible value and psychological benefits. Inputs include time, effort and money spent by customer.

Customer Effort reduction and Customer Productivity enhancement have many similarities. While the former aims to reduce the inputs spent by customer, the latter goes one step further to increase customer’s outputs. It aims to make the customer more productive in her professional or personal life by value enhancement.

For example, the effort spent in two separate queues to buy tickets & munchies for the multiplex customer can be reduced. One can further consider providing subtitles in the film that will enhance value and enrich customer’s experience!

Why is customer productivity assuming importance?

How can we help you?

We facilitate a systematic study to understand opportunities for enhancing your customer’s productivity in the products and services you offer covering all channels and touch-points.

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If you are looking for Customer Experience (CX) consultant in Chennai, Bangalore, Mumbai, Delhi and across India, contact us.  

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