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Customer loyalty is directly linked to effort reduction from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The idea that customer loyalty is tied to the amount of effort customers must put forth when doing business with a company may seem simplistic at first glance. However, upon closer examination, it becomes clear that this concept is deeply rooted in the way customers perceive and interact with a brand. When customers encounter obstacles or challenges while trying to complete a transaction or resolve an issue, their loyalty to the brand is often called into question. This is because customers value convenience and efficiency when it comes to their interactions with companies. They want their needs to be met quickly and with minimal hassle. When companies make it difficult for customers to achieve their desired outcomes, they run the risk ...
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