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Companies should prioritize reducing customer effort over delighting them from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The key takeaway from the research presented in this volume is a simple but powerful concept that challenges long-held beliefs about what it takes to create loyal customers. For decades, companies have operated under the assumption that exceeding customer expectations and wowing them with delightful experiences is the key to building lasting relationships and driving repeat business. However, the evidence presented by the authors suggests that this approach may be fundamentally flawed. In fact, the research shows that customers are not necessarily looking to be wowed or delighted by their interactions with a company. Instead, what they truly value is a seamless, effortless experience that allows them to quickly and easily resolve their issues or accomplish their goals. By focusing on reducing customer effort, compani...
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