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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