The Effortless Experience

The Effortless Experience - Ediciones

3 ediciones

The Effortless Experience

Editorial: portfolio_penguin

ISBN: 978-02-4100-330-5

ISBN sin guiones: 9780241003305

Tipo de cubierta: Softcover

Páginas: 256

Fecha de publicación: 2013-09-26

Idioma: inglés (Reino Unido)

The Effortless Experience

Editorial: Penguin

ISBN: 978-02-4196-792-8

ISBN sin guiones: 9780241967928

Tipo de cubierta: Softcover

Páginas: 256

Fecha de publicación: 2013-09-12

Idioma: inglés (Reino Unido)

The Effortless Experience

Editorial: portfolio

ISBN: 978-15-9184-581-2

ISBN sin guiones: 9781591845812

Tipo de cubierta: Hardcover

Páginas: 256

Fecha de publicación: 2013-09-12

Idioma: inglés (Estados Unidos)

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The Effortless Experience

Matthew Dixon

Primera publicación: 2013-09-12

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, 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.