Creating a Low-Effort Experience To Optimize Loyalty
On this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr.
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Show Notes
On this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr.
Matt discusses:
- His background as a customer experience researcher which spans 25 years.
- The ways organizations can deliver experiences that increase customer loyalty.
- His surprising findings that customers whose expectations were exceeded were no more loyal than those whose expectations were simply met.
- How companies can mitigate disloyalty by reducing the number of sources of customer effort.
- How a simple, intuitive, streamlined customer experience creates a low-effort company.
- Empowering agents with control and authority to solve problems.
- The importance of investments in the latest technology for a low-effort customer experience.
- The amount of low-hanging fruit that can be improved upon by updating policies and procedures.
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