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Reducing effort is the key to improving customer loyalty from "summary" of The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi
The heart of customer loyalty lies in reducing the effort customers must exert to get their problems solved and their needs met. It's not about going above and beyond or exceeding expectations. In fact, trying to delight customers with extravagant gestures can often backfire. Instead, the key to forming strong, lasting relationships with customers is making their interactions as effortless as possible. When customers encounter high levels of effort in their interactions with a company, they are more likely to become disloyal. This holds true across all industries and customer segments. No matter how satisfied a customer may claim to be, if they encounter high levels of effort, they are more likely to take their business elsewhere. Effort reduction is a more powerful driver of customer loyalty than customer satisfaction. Offering a seamless, hassle-free experience for customers can have a significant impact on their likelihood to remain l...
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