According to the CEB (Corporate Executive Board), "96% of customers reporting high-effort experiences are becoming more disloyal in the future, compared with only 9% of those with low-effort experiences".
High effort leads to low customer loyalty. When customers are left without adequate support and they expend a lot of effort bouncing between channels, there is a fair chance you won't be able to maintain their loyalty. Today, companies can reduce customer effort and measure the positive effect on brand loyalty, advocacy and revenues.
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VP Research, Technology and Social, TSIA
Vice President of Marketing, Support.com
Publish Date: March 24, 2016
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