The Effortless Experience
Conquering the New Battleground for Customer Loyalty
Summary:
The book challenges the notion that delighting customers is the key to loyalty, instead arguing that reducing customer effort is the most effective strategy for fostering loyalty. It provides insights and strategies for companies to improve customer service by simplifying processes and solving problems quickly, thereby creating a more effortless experience for customers.
Key points:
1. Key to customer loyalty is reducing their effort, not delighting them. Make interactions and problem-solving easy and seamless.
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