A MindToucher shared with me this brilliant presentation by Alex van Dijk of Dell/EMC. Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Spoiler alert, there’s a strong correlation. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex will tell you more in his presentation.