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.
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Great Message - Wonderful Examplesq
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.
How clear the limitations of most customer service metrics are on representing the client experience.
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"
Yes, It made me think about everything at my workplace (SAAS call center, I handle cancellation/retention calls and escalation calls)
Fantastic book. Especially if at a SAAS company, all team members should read this book.
- William B.
Changes Your Perspective
- Amazon Customer