‘Who designed this convoluted process? A monkey could have done a better job.”

“Why do I have to come in and talk to someone? This whole transaction could be handled online. Frustrating!”

“I dread going there. The parking lot is impossible to navigate, you fill out what seems like 8,000 forms before you see anyone, and often the staff is confused by the complexity of the processes they follow. I’m glad I only have to go there once or twice a year.”

Every day, countless service providers make choices that unnecessarily complicate service interactions. At best, those decisions make the customer experience less enjoyable. At worst, unneeded complexity opens the door to complaints, bad reviews, and competitors.

Simple and streamlined = good

Organizations that know the value of simplicity strive to streamline processes and eliminate rocks on the service-experience road. Furthermore, those who understand the importance of effortless service know that achieving it is an ongoing group effort. From the boardroom to the service window, everyone from top to bottom diligently works to eradicate needless steps, complexities, or jargon that may confuse customers and obstruct their path to their goals.

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