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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
Adobe Experience Manager (AEM)
Adobe Experience Manager (AEM) is a comprehensive content management solution designed to streamline the…
Media Sufficiency
Media sufficiency can be defined as the required investment levels to ensure that the…
Attentive
Attentive is a personalized text message marketing platform that helps brands acquire, engage, and…
Cost Per Acquisition (CPA)
CPA is a marketing metric that measures the cost of generating a new lead…
Go-To-Market (GTM) Strategy
A GTM strategy is a comprehensive plan that outlines how a company will reach…
Experience data and operational data
When talking about customer experience data, it is often described as there being two…
Run of Site (ROS)
Run of Site (ROS) is an advertising buying option that allows advertisements to appear…
Buy Online, Pick Up in Store (BOPIS)
Buy Online, Pick Up in Store (BOPIS) is a retail fulfillment model where a…
Product Listing Page (PLP)
A Product Listing Page (PLP) is the page type in an e-commerce experience that…
Awareness, Desire, Knowledge, Ability, and Reinforcement (ADKAR)
ADKAR is a change management framework that can help teams learn and adapt more…
Natural Language Interfaces (NLI)
Natural Language Interfaces (NLI) are user interfaces that allow people to interact with computer…
Income Producing Activities (IPA)
ncome Producing Activities are defined as any activity that generates revenue for your business.…
Latest Research
The more recent insights, trends, and stats to guide your work
Smarter Sorting: The “Product Truth” Imperative: Navigating AI Shopping Systems in Agentic Commerce
The Smarter Sorting study, Product Truth in the Age of Agentic Commerce: A Multi-Platform Evaluation of AI Shopping Systems’ Accuracy,…
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