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Effort reduction is a key factor in customer loyalty from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The idea that reducing effort is a crucial component of customer loyalty is a fundamental principle that underpins the concept of an effortless experience. When customers are required to exert high levels of effort to resolve an issue or complete a transaction, their loyalty is at risk. This is because effort is directly linked to customer satisfaction, with higher levels of effort leading to lower levels of satisfaction. Effort takes many forms, from having to navigate complex phone menus to repeatedly explaining an issue to multiple agents. Each of these instances adds to the overall level of effort that a customer must expend to achieve a resolution. When effort is high, customers are more likely to become frustrated and dissatisfied with t...
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