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#851: CRMC Keynote Speaker David Avrin on customer loyalty and being easy to do business with
Today, we’re going to talk about the powerful, and perhaps counterintuitive, idea that the greatest predictor of customer loyalty isn’t satisfaction or delight, but simply how easy you are to do business with. We’ll explore why reducing customer effort is a critical competitive advantage and how enterprise brands can identify and eliminate the points of friction that drive customers away. To help me discuss this topic, I’d like to welcome, David Avrin, CX Keynote Speaker and Author at Ridiculously Easy International, and keynote speaker at CRMC, taking place June 1-3 in Frisco Texas.
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Total Cost of Ownership (TCO)
Total cost of ownership (TCO) is an estimate of the expenses related to a…
Product Detail Page (PDP)
A Product Detail Page (PDP) is the canonical page in an e-commerce experience that…
Emotional Selling Proposition (ESP)
An Emotional Selling Proposition (ESP) is a brand’s strategy to connect with its audience…
Population Stability Index (PSI)
Population Stability Index (PSI) is a univariate drift metric that quantifies how much a…
Maximum Bid (Max CPC)
Maximum Bid, commonly referred to as Max CPC (Maximum Cost Per Click), is the…
Project Management Components (PMBOK)
Project management is a crucial part of any business operation. It involves the planning,…
Decision Latency Index (DLI)
The Decision Latency Index (DLI) is a business performance metric that measures the average…
Customer Satisfaction Score (CSAT)
Organizations use the Customer Satisfaction Score, or CSAT, as a way to measure satisfaction…
Gross Merchandise Value (GMV)
Gross Merchandise Value (GMV) is the total monetary value of all merchandise sold through…
Key Success Indicator (KSI)
A Key Success Indicator (KSI) is a measurable value that reflects the effectiveness of…
Features, Advantages, Benefits (FAB)
FAB stands for Features, Areas, Benefits. It’s a simple, yet powerful, framework that helps…
Return Merchandise Authorization (RMA)
Return Merchandise Authorization (RMA) is a formal process used by businesses to manage the…
Latest Research
The more recent insights, trends, and stats to guide your work
BERA.ai: Beyond Utility: Cultivating Personal Connection for Gen Z Payment Loyalty
In the report, Why Personal Connection with Gen Z Is Becoming an Advantage for Payment Brands, Analysis across more than…
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Analysis & Insights from the last 48 hours
The marketing technology stack is being rewired around AI agents, and the rewiring is happening faster than most marketing organizations are prepared to absorb. Adobe…
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