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Simplicity is key when it comes to customer experience, study finds By Imogen Bailey | 24 June 2021 Reducing the mental load for customers and offering them a simpler experience could be the key to enhancing customer value, new research from The University of Western Australia (UWA) has found.  Dr Richard Gruner and Professor Geoff Soutar from UWA’s Business School explored the concept of cognitive simplicity to evaluate how it affects the value customers get from their interactions with companies. The review article, published in International Journal of Management, found that bringing down customers’ mental load across the retail journey creates value for customers as well as companies. 

Richard grunerGeoff soutarInternational journal of managementBusiness schoolUniversity of western australiaWestern australiaProfessor geoff soutarInternational journalசர்வதேச இதழ் ஆஃப் மேலாண்மைவணிக பள்ளிபல்கலைக்கழகம் ஆஃப் மேற்கு ஆஸ்திரேலியாமேற்கு ஆஸ்திரேலியாசர்வதேச இதழ்