#851: CRMC Keynote Speaker David Avrin on customer loyalty and being easy to do business with
From The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX by The Agile Brand
April 28, 2026 · 27 min · Season 8 · Episode 851
About this episode
David Avrin discusses the importance of being easy to do business with as a predictor of customer loyalty.
What if the key to customer loyalty isn't about creating memorable, delightful moments, but about being utterly forgettable in the best possible way? Agility requires more than just rapid campaign execution; it demands a deep-seated ability to re-evaluate and re-engineer core processes in response to shifting customer expectations.Today, we're going to talk about the powerful, and perhaps counterintuitive, idea that the greatest predictor of customer loyalty isn't satisfaction or delight, but simply how easy you are to do business with. We'll explore why reducing customer effort is a critical competitive advantage and how enterprise brands can identify and eliminate the points of friction that drive customers away.To help me discuss this topic, I'd like to welcome, David Avrin, CX Keynote Speaker and Author at Ridiculously Easy International, and keynote speaker at CRMC, taking place June 1-3 in Frisco Texas. About David Avrin One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and…
People in this episode
Host: Greg Kihlström
Guest: David Avrin
Topics covered
- customer loyalty
- customer experience
- business processes
- reducing customer effort
- competitive advantage
Keywords
- customer loyalty
- customer experience
- business processes
- customer effort
- competitive advantage
Mentioned in this episode
Organizations: Ridiculously Easy International
Places: Frisco Texas
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