How to Improve Customer Loyalty - Easy Trumps Exceptional — Multichannel Magic

A recent study by the Corporate Executive Board found that service was four times more likely to lead to disloyalty than to loyalty. Customers who had to put forth a high level of effort to resolve issues were more disloyal 96% of the time even when the solution was satisfactory. With the demands of today’s life, people don’t have discretionary time to invest in purchases. Simply put, easy trumps...