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The Effortless Experience

Why customer effort is the one true driver of loyalty.

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Gregory Ciotti
@gregoryciotti · Content Marketing Manager
Authors Dixon, Toman, and DeLisi and other researchers at the CEB use data collected from hundreds of companies and over 100,000 customers to bust a few common customer service myths, namely that “delight” is vastly overrated. They claim reduced effort is the biggest driver of customer loyalty. The second half of the book outlines ways to reduce effort acros… See more