“So you don’t have to …” These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as I’ve been preaching for decades, the differentiator is the customer experience. And […]
“So you don’t have to …” These five words are powerful, and whether or not customers realize it, they love them.
Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as I’ve been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.
These five words, “So you don’t have to,” form a statement that embodies the essence of creating a convenient customer experience. When companies take on certain responsibilities, eliminate friction points and other tasks to make the buying process easier for a customer, they are sending a message to their customers that says, “We’ll handle this so you don’t have to.”
I can go on with numerous examples. The So You Don’t Have To experience is about making it easy for your customers and saving them time, energy and effort. My annual customer service and experience research consistently shows that convenience is a major driver of customer loyalty. In fact, 66% of customers say convenience is more important than friendly service, and 58% of customers are willing to pay more for it.
So, how can you deliver the So You Don’t Have To experience to your customers? Here are four ideas to get you started:
Every time you remove a step, eliminate a form, reduce waiting time or simplify a process, you’re telling the customer you value their time. Whether the words are explicitly stated or implied through your actions, you’re saying, “We’ll handle this … so you don’t have to.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2025 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA