Sean Albertson

"I'm often asked what the best approach is to implement the findings from our book, The Effortless Experience. My response is always that companies need to adopt a data-driven approach so that they can identify and prioritize effort-reduction opportunities. It's for this reason that I would recommend this excellent strategy and book by Sean Albertson to every business leader who has an interest not just in understanding the concept of effort reduction, but actually doing something about it in their own organization. Sean's framework in this book and that he delivers in keynotes and workshops has been honed during a career spent improving customer experience for some of the biggest brands in the world so it's firmly rooted in the realities of the corporate world."

"Sean Albertson knows customer experience. He understands that 80 percent of the issues your customers face can be attributed to just 20 percent of the causes. These are your rocks that create effort and friction. Improving the journey comes down to addressing these key areas where customers struggle. 4ROCKS provides key insights into the different types of rocks related to customer effort and the process to address them to improve the overall experience."

"My entire career has focused on helping my clients create amazing customer experiences. That’s why I was excited to read Sean Albertson’s new book, 4ROCKS. It marries the principles of reducing customer effort and building customer loyalty, two topics I’ve emphasized in my work. There is a big difference between satisfied customers and loyal customers. Albertson’s book includes actionable insights and strategies to help you create loyalty by identifying, evaluating, and prioritizing the most impactful customer experience opportunities in your organization. This book belongs in your CX library – but not before you’ve read it!"

"Unfortunately, many customer experiences today are rocky. Companies put up barriers and make customers jump through hoops, when all customers want are simple, fast and convenient experiences. In 4ROCKS, Sean Albertson hones in on exactly this challenge, and teaches us how to transform the customer journey through the reduction of effort. 4ROCKS provides insightful and actionable strategies that highlight the pivotal role that minimizing customer effort plays in boosting loyalty. A must-read for anyone looking to elevate their customer experience game by removing unnecessary pain points."

"What Sean has created with his 4ROCKS strategy takes the concept of delivering an 'effortless experience' to a new level of practicality. More than just thought leadership, this strategy enables the kind of everyday changes that all companies need to put into action."

"In an era where customer expectations are continuously evolving, businesses need to understand the significance of delivering exceptional customer experiences. It is a complex multi-layered problem to resolve with multiple competing priorities. 4ROCKS delivers a thoughtful exploration. It effectively delves into the intricate layers of customer experience, providing practical approaches to problem-solving and implementing positive change. This well-researched strategy and book will undoubtedly serve as an invaluable guide that helps elevate customer experience and create loyal customers for life."