What Drives Customer Loyalty - Sales Influence Podcast - SIP 597

<h3>Customer Loyalty Metrics</h3> <p>Customer loyalty can be measured through three key indicators: repurchase intent, increased spend, and word of mouth (net promoter score).</p> <p>The intersection of repurchase intent, increased spend, and word of mouth provides a comprehensive indication of customer loyalty.</p> <h3>Effortless Experience</h3> <p>A frictionless buying experience is crucial for customer loyalty, as customers prefer an effortless interaction with companies.</p> <p>The book "<strong>The Effortless Experience</strong>" by Dixon, Tomen, and Delisia offers <strong>empirical data</strong> and insights on customer loyalty, particularly valuable for small to medium-sized businesses.</p> <h3>Business Impact</h3> <p>Focusing on creating an effortless experience can lead to improved customer retention, increased sales velocity, and overall business stickiness.</p>