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Publisher's Summary

From the author of the acclaimed Wall Street Journal best seller, 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 problems - a 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 churn. By employing practical tactics - such as teaching reps not just to resolve customer issues but also to "forward resolve" common issues - companies will be better able to focus on delivering a nearly effortless experience. That will lead directly to the improvements in customer loyalty they had been aiming for all along.
©2013 Matthew Dixon, Nick Toman, Rick DeLisi (P)2013 Gildan Media LLC
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Customer Reviews

Most Helpful

By TL on 02-09-16

Fresh perspective worth reading!

Would you recommend this audiobook to a friend? If so, why?

This is a fresh look at customer service and how to improve it. By focusing on making things EASY. Great examples and well through through principles that can absolutely be implemented without formal (expensive) training or additional workshops!

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1 of 1 people found this review helpful


By William B. on 04-27-17

Great Message - Wonderful Examplesq

If you could sum up The Effortless Experience in three words, what would they be?

Shows you how to create an effortless experience, but keeps it clear and general enough for you to not get lost in the details of the examples but rather be able to naturally apply to your company. Wonderful book, really hits at HOW we tend to naturally think and how we SHOULD think about service.

What was one of the most memorable moments of The Effortless Experience?

How clear the limitations of most customer service metrics are on representing the client experience.

Which scene was your favorite?

The break down of how what is a First Call Resolution in the system could easily be a one or more channel switch. Changing the mind set from "issue/call/interaction" to "events"

Did you have an extreme reaction to this book? Did it make you laugh or cry?

Yes, It made me think about everything at my workplace (SAAS call center, I handle cancellation/retention calls and escalation calls)

Any additional comments?

Fantastic book. Especially if at a SAAS company, all team members should read this book.

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