The Effortless Experience: Conquering the New Battleground for Customer Loyalty

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9780241003305: The Effortless Experience: Conquering the New Battleground for Customer Loyalty
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“This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages.”

DAN HEATH, coauthor of Decisive, Switch, and Made to Stick, from the foreword


“Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I’ve heard—and implemented—in a long time. 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. It really has changed the way I think about the support my team delivers.”

DAN ROURKE, director of software support, HomeAway, Inc.


“A must-have for any true customer experience leader’s library. Matt, Nick, and Rick are the ‘MythBusters’ of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business.”
LYNN HOLMGREN, vice president, customer experience strategy, Frontier Communications


“If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource.”

CHRIS HALE, vice president, reservation services, Hyatt


“Every business is looking for the secret to creating loyal customers. 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. It’s a must-read!”

DEB OLER, vice president and general manager, Grainger Brand, W. W. 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. Here is real, practical, implementable guidance to help avoid those pitfalls.”

RICHARD JOYCE, operations director, Home Retail Group Customer Services


The Effortless Experience provides a well-researched foundation for customer experience transformation. Reducing customer effort links the work of the service organization to the business-wide goal of increasing customer loyalty. The concepts themselves are pragmatic and actionable and this book will get you under way.”

SUE ATKINS, head of service experience, Telecom NZ Ltd

Présentation de l'éditeur :

A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger SaleEveryone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head.Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in­sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver.The rewards are there for the taking, and the pathway to achieving them is now clearly marked.'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to StickMatt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review.Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.

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Matthew Dixon; Nicholas Toman; Rick DeLisi
ISBN 10 : 024100330X ISBN 13 : 9780241003305
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Matthew Dixon, Nicholas Toman, Rick Delisi
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Description du livre Penguin Books Ltd, United Kingdom, 2015. Paperback. État : New. 232 x 152 mm. Language: English . Brand New Book. This is a new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale. Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they ve turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB s careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer s problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in-sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the dazzle factor fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. A business detective story, in which cherished truths are systematically investigated-and frequently debunked . (Dan Heath, coauthor of Decisive, Switch, and Made to Stick). Matt Dixon is Executive Director of the Sales Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB s Sales Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB s Sales Service Practice and a noted public speaker and facilitator. N° de réf. du libraire APG9780241003305

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Matthew Dixon, Nicholas Toman, Rick Delisi
Edité par Penguin Books Ltd, United Kingdom (2015)
ISBN 10 : 024100330X ISBN 13 : 9780241003305
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Description du livre Penguin Books Ltd, United Kingdom, 2015. Paperback. État : New. 232 x 152 mm. Language: English . Brand New Book. A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they ve turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB s careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer s problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in-sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the dazzle factor fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. A business detective story, in which cherished truths are systematically investigated-and frequently debunked -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB s Sales Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB s Sales Service Practice and a noted public speaker and facilitator. N° de réf. du libraire APG9780241003305

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Description du livre Penguin Books Ltd. Paperback. État : new. BRAND NEW, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Matthew Dixon, Nicholas Toman, Rick DeLisi, This is a new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale. Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in-sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. "A business detective story, in which cherished truths are systematically investigated-and frequently debunked". (Dan Heath, coauthor of Decisive, Switch, and Made to Stick). Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator. N° de réf. du libraire B9780241003305

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Description du livre 2013. État : New. 153mm x 232mm x 18mm. This is a new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale. Everyone knows that the best way to create customer loyalty is wit.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 256 pages. 0.360. N° de réf. du libraire 9780241003305

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