Diane Serbin Hopkins

It's Hard to be Easy Diane Serbin Hopkins

Although it's often missed in the busy-ness of business, ease is a desired and important promise organizations in any industry must consider for their customers. This book offers a "back to basics" exploration with ease at the center of what customers deserve. There are many reasons being easy is hard and this book was written to help leaders re-imagine decisions to pursue effortless experiences whenever possible.




When customers find it repeatedly difficult to interact or transact with a business, a process begins that encourages them to walk away. Being "hard" in this case involves points of friction that are deliberately or inadvertently placed before customers. Friction points can exist at any point of a customer's journey and the progression can lead to the loss of business. The Friction-Defection Progression is something to avoid at all costs. This model begins when Customers express interest, then goes downhill from Customer Friction to Customer Frustration to Customer Dissatisfaction to Customer Defection.




Diane includes insights and lessons from a variety of industries and 10 Customer Path Clearing Exercises teams can use to assess and address a commitment to improve customer ease.




This book answers the essential question: "Why in the world would any organization allow it's people, procedures or policies to impede the ability for customers to be customers?