Effortless Experience Conquering the New Battleground for Customer Loyalty

Name: Effortless Experience Conquering the New Battleground for Customer Loyalty
Price: 3.74 USD
Availability: InStock
ISBN: 9781591845812

ISBN-10: 1591845815

ISBN-13: 9781591845812

Edition: N/A

Authors: Matthew Dixon, Nick Toman, Rick DeLisi

List price: $31.00

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Description:

From the author of the acclaimed Wall Street Journal bestseller The Challenger Sale Conventional wisdom holds that to increase loyalty, companies must delight” customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problemsa big strategic mistake. 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. 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…

Book details

List price: $31.00
Publisher: Penguin Publishing Group
Publication date: 9/12/2013
Binding: Hardcover
Pages: 256
Size: 6.17" wide x 9.39" long x 0.97" tall
Weight: 0.946
Language: English



Foreword


Introduction: Blinded by Delight



The New Battleground for Customer Loyalty



Why Your Customers Don't Want to Talk to You



The Worst Question a Service Rep Can Ask



Just Because There's Nothing You Can Do Doesn't Mean There's Nothing You Can Do



To Get Control, You Have to Give Control



The Disloyalty Detector-Customer Effort Score v2.0



Making Low Effort Stick



Effort Beyond the Contact Center


Acknowledgments



Issue-to-Channel-Mapping Tool



Toolkit for Issue Resolution



Negative Language Toolkit for Trainers



Customer Effort Score v2.0 Starter Kit



Customer Effort Assessment-Sample Survey Questions



Customer Effort Audit


Notes


Index