The Effortless Experience: Conquering the New Battleground for Customer Loyalty
| Author | : | |
| Rating | : | 4.57 (526 Votes) |
| Asin | : | 1591845815 |
| Format Type | : | paperback |
| Number of Pages | : | 256 Pages |
| Publish Date | : | 2015-09-25 |
| Language | : | English |
DESCRIPTION:
And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidental
MATTHEW DIXON is executive director of the Sales & Service Practice of CEB. He is a frequent contributor to Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller and won acclaim as “the most important advance in selling for many years&rd
Mommy of Many said There's some good stuff in here!. My manager "recommended" (ahem!) that I read this before my first meeting with the new "director". I went into it with a so-so attitude. I'm always happy to learn and I am really and truly invested in improving our customer experience but I get so tired of corporate games. I'm only halfway through but there's actually some good stuff in here! I've said for years that customers don't want to be "delighted"they just want one less hassle in their day. Make their lives easier somehow and they don't care about . Joann said Resonates in our environment just as The Challenger Sale did!. My copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading so many insights backed by exhaustive research. The book uses many B"Resonates in our environment just as The Challenger Sale did!" according to Joann. My copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading so many insights backed by exhaustive research. The book uses many B2C examples which I still found applicable to my B2B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center, live service - it does not matter -- we all want less "hassle" factor in our lives, at home and at work!. C examples which I still found applicable to my B"Resonates in our environment just as The Challenger Sale did!" according to Joann. My copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading so many insights backed by exhaustive research. The book uses many B2C examples which I still found applicable to my B2B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center, live service - it does not matter -- we all want less "hassle" factor in our lives, at home and at work!. B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center, live service - it does not matter -- we all want less "hassle" factor in our lives, at home and at work!. Articulates what matters most to consumers today! Peter P. Smith This book totally made sense to me. It so wonderfully articulates what matters most to consumers today and it appropriately puts paid to the notion of giving customers a "wow" experience, when all they want to do is to get on with their lives. Great read!Peter Smith, Author, Hiring Squirrels
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. 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. Matt, Nick, and Rick are the ‘MythBusters’ of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and