Effortless experiences drive customer loyalty from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
Customers today are bombarded with choices. With so many options available at their fingertips, it is no surprise that their loyalty is becoming increasingly difficult to secure. Businesses have long believed that exceeding customer expectations is the key to building loyalty. However, our research shows that this is not necessarily the case. In fact, our research indicates that it is not about exceeding customer expectations, but rather about making the customer experience as effortless as possible.
When customers are able to interact with a company with ease, they are more likely to remain loyal. This means that customers do not want to jump through hoops to get their issues resolved, nor do they want to be passed around from one department to another. Instead, they want a seamless experience that requires minimal effort on their part. This concept may seem simple, but it is often overlooked by companies who are mo...
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