Rick DeLisi is the principal executive advisor for the Gartner Group, where he focuses on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line. The co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Rick works with clients in a range of communications and customer experience topics, and he joins the show today to talk about one in particular: customer effort.

Listen in to hear how creating minimal effort for customers builds loyalty, as well as examples of how to make an experience feel like less effort—without changing the requirements. You’ll learn where most companies tend to fall flat when it comes to resolving problems, how a lot of businesses mistakenly end up being entirely company-centric, and the best way to predict if a customer will remain loyal in the future.

You can find show notes and more information by clicking here: 

Direct download: BRAINFLUENCE259.mp3
Category:general -- posted at: 6:00am EDT