Ensure Customer Loyalty

Reducing customer effort is the best way to build customer loyalty

Create low-effort service experiences

Instead of delighting your customers, help them solve problems quickly and easily. Our research shows that this is the most successful way to build customer loyalty. 

Customer effort is an excellent indicator of customer intent to repurchase and increase spending. Leading organizations measure customer effort, identify issues, prioritize customer service investments, create a low-effort environment, and manage self-service and multichannel service.

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.