The Effortless Experience: Book Club Discussion Questions

December 02, 2019

I recently went through a round of the Support Driven (SD) book club reading The Effortless Experience. Calling it the SD Book Club makes this sound like some big formal event. In reality, it was Stacy Justino and I meeting for four weeks, each week covering two chapters.

Over eight chapters, the book shares how to create a hassle-free, effortless experience for your customers. The book starts with four basic findings:

This was my second time reading through The Effortless Experience. For those working in a customer-centric role, it’s a base text full of great information. Any support team that reads this will come away with at least a few ideas to improve their processes. There are so many wonderful nuggets. Some examples:

But the best experience of this reading? Meeting with Stacy once a week to learn from her experiences and perspective.

Before I dive into the questions, a stray observation. At times, the book swayed deep into the contact center world (e.g. focus on average handle time). It’d be so great if there was something like this written for those in SaaS support.

Book Club Discussion Questions

To prepare for our discussions, I put together questions to spark our chat each week.

I wanted to share these prompts with a wider audience. With hope, others in the industry can go through a book club of The Effortless Experience. Or this might spark ideas/questions for book club discussions for other books.

Evergreen questions

Andrea Badgley inspired these questions in a previous round of the SD Book Club.

Chapters 1 and 2 questions

Chapters 3 and 4 questions

Chapters 5 and 6 questions

Chapters 7 and 8 questions

Did these questions end up helping you? I’d love to hear your story. Reach out to me [email protected] to share!

Related Posts