The Client Experience (CX) Framework.  

Enabling you to deliver CX Excellence within your business with the You Make It Easy emotional driver.

The You Make It Easy emotional driver is the third emotional driver in the CX Framework. This driver is all about making it easy and effortless as possible for clients to do business with your company. Keeping it simple is vital to delivering a Client Experience Excellence.

The key attributes for the You Make It Easy emotional driver are:

  • Showing clients that you understand how valuable their time is.
  • Making it as simple as possible for clients to do business with your company.
  • Ensuring the client doesn’t have to do all the work and have their time wasted.
  • Understanding how different clients want to do things at different times and in different ways.

The behaviours and skills for the You Make It Easy emotional driver are:

  • If clients must invest in dealing with you, make it as pleasurable as possible for them.
  • Ensure all instructions are clear and easy to follow.
  • Keep the number of steps for a client to do what they want to do to a maximum of 3.
  • Don’t make clients wait for more that 2 minutes to talk to somebody. But if its unavoidable, acknowledge them, give them and timeline and keep them occupied.
  • Endeavour to deliver ‘right first time’. Clients expect the person they talk with to have all the right information to hand and to know more than them.
  • Stay ahead of the client and spot any potential issues that may arise.
  • Be respectful of client’s time by asking how long they must interact with you and thanking them for any wasted time.
  • Don’t put or keep clients on hold without first telling them how long it will be.
  • Act with a sense of urgency when its required, make the client feel that they are your priority.

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