Want to boost loyalty? Then reduce friction

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Seth Adler

Businessman examining customer experience strategy


Manager of Customer Experience and Digital Adoption, Chitra Unnikrishna shows Seth Koodo's approach to customer satisfaction for this week’s podcast.

Customer experience strategy

"Reducing effort is the best indicator of loyalty. There are companies that think that they have to add in products and services and other things to drive loyalty or reduce prices; but take away effort for the customer and that's the best indicator of loyalty."