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Customer loyalty is tied to reducing effort in interactions from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The key idea we need to understand here is that customer loyalty is directly linked to the amount of effort they have to put in during their interactions with a company. This means that when customers have to expend a great deal of effort to get an issue resolved or a question answered, they are less likely to remain loyal to that company in the long run. This is because high-effort interactions can lead to frustration, dissatisfaction, and ultimately, a decision to take their business elsewhere. In order to build and maintain customer loyalty, it is essential for companies to focus on reducing the amount of effort customers have to exert when engaging with them. This involves streamlining processes, providing clear a...
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