Channel Switching Problem - Sales Influence Podcast - SIP 594

<h3>Cost and Impact of Channel Switching</h3> <ol> <li>Channel switching can lead to significant financial losses, with an insurance company saving $141,000 per 500,000 calls by getting just 2 out of 10 customers to self-serve on their website.<br /> <br /></li> <li>A conservative estimate suggests that a company with an average deal size of $10,000 could lose $120,000 per year in revenue due to a website that's difficult to navigate.</li> </ol> <h3>Customer Experience and Behavior</h3> <ol> <li>Customers switching between multiple channels (website, chat, phone, email, Skype) to find information or resolve issues leads to increased frustration and lost business.<br /> <br /></li> <li>Funneling customers quickly to the information they need on a website, making it easy to find and quick to access, can reduce channel switching and increase sales.</li> </ol> <h3>Sales Strategy</h3> <ol> <li>Reducing customer effort in finding information increases the likelihood of them reaching out to b...