The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Your Coach in a Box)
| Author | : | |
| Rating | : | 4.52 (581 Votes) |
| Asin | : | 1469055589 |
| Format Type | : | paperback |
| Number of Pages | : | 588 Pages |
| Publish Date | : | 2015-12-19 |
| Language | : | English |
DESCRIPTION:
"Five Stars" according to Aaron. A terrific read on the future of customer service.. Amazon Customer said Five Stars. It was a great book!!!. Started useful, but then authors' tone changed k2 The book was an interesting read in the beginning, pointing out useful ideas to ponder for changing the way customers are helped with product or service obstacles.There was switch in tone however, where the authors turned the book into a self-marketing asset to promote their con
The authors are based in Washington, D.Ctertrachtenberg . His most recent book, The Challenger Sale, was a Wall Street Journal bestseller. Matthew Dixon is the executive director of the Sales & Service Practice of CEB. Rick Delisi is a senior director of advisory services for CEB's Sales & Service Practice. Nick Toman is a senior research director of CEB's Sales & Service Practice and has b
This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. This is an approach that drives innovative, significant improvement within my teams actions grounded in solid data . actions that yield measurable, customer-visible results that we just couldn’t achieve via other means. Grainger“What’s brilliant about The Effortless Experience is its pragmatism, illustrated by the observation that we can easily make things worse for customers and often do more harm than good. “This is what e
The authors prove that delighting customers doesn't build loyalty, and they show how acting on this insight can help improve service, reduce costs, and decrease customer churn. Conventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Through extensive research and surveys, the authors have concluded that loyalty has much more to do with how well a company delivers on its basic promises than on how dazzling its service experience might be. Some focus on dazzling them at the cost of neglecting to solve basic service problems-a big strategic mistake. By employing practical tactics-such as teaching reps not just to resolve customer issues but also to "forward resolve" common issues-companies will be better able to focus on delivering a nearly effortless experience. That will lead directly to the improvements in customer loyalty they had been aiming for all along.