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Customer satisfaction is not enough, focus on reducing effort from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
Customer satisfaction has long been the primary focus for companies looking to retain customers and drive loyalty. However, research shows that merely satisfying customers is not enough to ensure their continued business. In fact, the key to fostering customer loyalty lies in reducing the amount of effort customers have to put into their interactions with a company. Effort reduction is the new frontier in customer experience management. By making interactions as easy and seamless as possible, companies can create a more positive customer experience that leads to increased loyalty and advocacy. This concept requires companies to shift their focus from simply meeting customers' needs to actively reducing the amount of time, energy, and resources customers have to invest in their interactions. The Effortless Experience model proposes that companies should strive to make it easier for customers to do business with them. This means eliminating unnecessary steps in the customer journey, streamlining proces...
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