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Customer loyalty is directly impacted by the level of effort required from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The key point to understand here is that the amount of effort a customer has to put in to get an issue resolved or a question answered directly impacts their loyalty. This concept may seem simple on the surface, but its implications are profound. Consider this scenario: A customer contacts your company with a problem. They have to navigate through a maze of automated phone menus, wait on hold for an extended period of time, and then explain their issue to multiple representatives before finally getting a resolution. This high level of effort can leave a negative impression on the customer, leading to frustration and dissatisfaction. On the other hand, if a customer can easily reach a knowledgeable representative who quickly and efficiently resolves their issue, they are much more likely to have a posit...
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