110. Why "Great Service" Doesn't Create Customer Loyalty (Here's what Does.)
Fri Apr 18 2025
Think customer satisfaction drives loyalty? Think again.
On this episode of The High Performance Marketing Podcast, I'll unpack surprising research (including a 97,000-customer study) that reveals why "delighting customers" isn't the key to keeping them—and what actually is.
You'll learn:
Why customer service interactions often drive disloyalty, not loyalty
The one factor that predicts whether a customer will stay—or bounce
Real-world examples of high-friction vs. frictionless experiences
Why self-service is more powerful than you think
How to turn your site, service, or product into a friction-free experience that earns trust and retention
If you're building a business around long-term customers, this episode will serve as a blueprint for making every interaction easier, faster, and loyalty-worthy.
Research notes: The Effortless Experience: Conquering the New Battleground for Customer Loyalty
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Think customer satisfaction drives loyalty? Think again. On this episode of The High Performance Marketing Podcast, I'll unpack surprising research (including a 97,000-customer study) that reveals why "delighting customers" isn't the key to keeping them—and what actually is. You'll learn: Why customer service interactions often drive disloyalty, not loyalty The one factor that predicts whether a customer will stay—or bounce Real-world examples of high-friction vs. frictionless experiences Why self-service is more powerful than you think How to turn your site, service, or product into a friction-free experience that earns trust and retention If you're building a business around long-term customers, this episode will serve as a blueprint for making every interaction easier, faster, and loyalty-worthy. Research notes: The Effortless Experience: Conquering the New Battleground for Customer Loyalty Kajabi Free Trial Schedule an intro call Start a project