The Effortless Experience: Conquering the New Battleground for Customer Loyalty
| Author | : | |
| Rating | : | 4.70 (853 Votes) |
| Asin | : | 1591845815 |
| Format Type | : | paperback |
| Number of Pages | : | 256 Pages |
| Publish Date | : | 2015-08-16 |
| Language | : | English |
DESCRIPTION:
"There's some good stuff in here!" according to Mommy of Many. 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. 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 mi. 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 mi. B environment. The idea of mi. Peter P. Smith said Articulates what matters most to consumers today!. 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
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
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” (Neil Rackham) and “the beginning of a wave that wil
They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, 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.. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. Most customers don’t want to be &ldqu