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Customer effort leads to disloyalty

When you’re in business and a client tells you “I am in the market for ‘let’s say a motorbike’” you as the dealer knows that it is time to perform; a client with money that he or she wants to spend, needs your undivided attention.

One must remember that there are always more dealers that a client can turn to for the same business. So if you do not serve him or her well, the client’s money will just go to your opposition.

Customer effort

Matthew Dixon et al in ... continue reading