# #851: CRMC Keynote Speaker David Avrin on customer loyalty and being easy to do business with

Page: https://stenobird.com/podcast/the-agile-brand-with-greg-kihlstr-m-expert-mode-marketing-technology-ai-cx-1164310/851-crmc-keynote-speaker-david-avrin-on-customer-loyalty-and-being-easy-to-do-business-with
Text version: https://stenobird.com/podcast/the-agile-brand-with-greg-kihlstr-m-expert-mode-marketing-technology-ai-cx-1164310/851-crmc-keynote-speaker-david-avrin-on-customer-loyalty-and-being-easy-to-do-business-with.md
Podcast: [The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX](https://stenobird.com/podcast/the-agile-brand-with-greg-kihlstr-m-expert-mode-marketing-technology-ai-cx-1164310)
Published: 2026-04-28T04:00:00+00:00
Episode link: https://shows.acast.com/the-agile-brand-with-greg-kihlstrom/episodes/6a0c93a5760dd444446007d1
Audio file: https://prefix.up.audio/s/sphinx.acast.com/p/open/s/6a0c9379b23d275dcea75cd0/e/0f8c6aee-3e4d-11f1-a249-b761e89706b5/media.mp3
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Duration seconds: 1479

## Resource

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 in 28 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. David Avrin on LinkedIn: https://www.linkedin.com/in/davidavrin/ Resources Ridiculously Easy International: ht…

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