The key to mitigating disloyalty is reducing customer effort. Companies should focus on making service easier, not more delightful, by reducing the amount of work required by customers to get their issues resolved. This includes avoiding their having to repeat information, having to repeatedly contact the customer, switch channels, being transferred, and being treated in a generic manner. (The Effortless Experience)
Gresham “Gresh” W. Harkless Jr. is the founder of CBNation and Blue 16 Media. CBNation is a Business to Business (B2B) Brand focusing on increasing the business success rate by providing visibility and resources for CEOs, entrepreneurs and business owners. CBNation consists of blogs (CEOBlogNation.com), podcasts (CEOPodcasts.com) and videos (CBNation.tv). Blue 16 Media is a digital marketing agency providing digital marketing services including web design & SEO to small to medium-sized businesses and organizations. Central to his marketing philosophy is that You Are a Media Company: Developing a Marketing Strategy to Connect with Your Target and Reach Your Goals. Gresham is proud a graduate of Howard University & Georgetown University. He also is a graduate of the 2020 Leadership Center for Excellence Young Professionals Program ’16 and recognized by the Alexandria Virginia Chamber of Commerce’s 40 Under 40.