Delight vs Effort

Gain Grow Retain

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2y ago 16:37

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It seems intuitive: you increase retention by delighting your customers.

However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the results you are looking for in terms of loyalty, retention, or even advocacy.

Instead, strong value and ROI come when companies look for ways to reduce the effort our customer have to expend to be our customers.

Jay takes a look at how teams can work to make reductions in efforts that equip our customers for success by making our companies easier to do business with.

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