Customer Loyalty Myths Debunked

What you think you know about customer loyalty is wrong

Many companies try to drive customer loyalty by delighting customers — exceeding their expectations with above-and-beyond service. Yet this strategy is difficult and costly to deliver. Worse, it fails to provide a proportional increase in loyalty.

Our Effortless Experience Dashboard can help you identify where customers expend the most effort within the service experience, and target improvements in the areas that will have the greatest impact on loyalty.

To learn more, complete the form on this page.

Decision-Making Resources

Framework
Blueprint for Building a Low-Effort Service Organization

This page outlines the most valuable actions a service organization can take on behalf of its customers and company to reduce customer effort.  

Mapping Tool
Issue-to-Channel Mapping Tool

Identify the channels where your customers are expending the greatest effort (e.g., web, IVR, phone) and which channel offers the greatest opportunity to reduce customer effort.  

Starter Kit
Customer Effort Score 2.0 Starter Kit

Implement the best metric for measuring customer loyalty with key implementation tips and benchmarking data to compare your organization’s performance.

Unlock These Resources

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Contact Information

All fields are required.

  • Step 2 of 3

    By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

    Company Information

    All fields are required.

  • Step 3 of 3

    By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.