Beschreibung The Effortless Experience: Conquering the New Battleground for Customer Loyalty. 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 many longstanding myths about sales. 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. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. 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. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. 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.
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty / Dixon, Matthew, Toman, Nick, DeLisi, Rick / ISBN: 9781591845812 / Kostenloser Versand fĂŒr alle BĂŒcher mit Versand und Verkauf duch .
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Hörbuch-Download): : Matthew Dixon, Matthew Dixon, Nick Toman, Rick DeLisi, Nick Toman, Rick DeLisi, Penguin Audio: Audible Audiobooks
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty - Kindle edition by Dixon, Matthew, Toman, Nick, DeLisi, Rick. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Effortless Experience: Conquering the New Battleground for Customer Loyalty.
for Customer Loyalty - innovando ~ YOUR CUSTOMERS DONâT WANT TO TALK TO YOU Company Perception Actual Customer Preference Web Preference Phone Preference 3-5 years ago, 66% of customers primarily relied on the phone Today, only 28% of customers report that they primarily rely on the phone Pattern largely holds across issue types and demographics 1.0X 2.5X 1.0X 1.0X Phone
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty - Kindle edition by Dixon, Matthew, Toman, Nicholas, DeLisi, Rick. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Effortless Experience: Conquering the New Battleground for Customer Loyalty.
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty: Dixon, Matthew, Toman, Nick, DeLisi, Rick: 9781591845812: Books - .ca
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Effortless Experience Explained - Smarter With Gartner ~ âCompanies told us that they try to delight customers because they believe there are significant economic gains to be made by exceeding the service expectations of their customers,â says Nick Toman, Group Vice President, Gartner and co-author with Matthew Dixon and Rick Delisi, Principle Executive Advisor, Gartner of The Effortless Experience, Conquering the New Battleground for Customer .
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Your Coach in a Box) / Dixon, Matthew, Toman, Nick, Delisi, Rick, Authors / ISBN: 9781469055589 / Kostenloser Versand fĂŒr alle BĂŒcher mit Versand und Verkauf duch .
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty / Dixon, Matthew, Toman, Nicholas, DeLisi, Rick / ISBN: 9780241003305 / Kostenloser Versand fĂŒr alle BĂŒcher mit Versand und Verkauf duch .
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty - Ebook written by Matthew Dixon, Nick Toman, Rick DeLisi. Read this book using Google Play Books app on your PC, android, iOS devices. Download for offline reading, highlight, bookmark or take notes while you read The Effortless Experience: Conquering the New Battleground for Customer Loyalty.
The Effortless Experience: Conquering the New Battleground ~ The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, inÂsights 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 Effortless Experience: Conquering the New Battleground ~ The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Audio Download): : Matthew Dixon, Matthew Dixon, Nick Toman, Rick DeLisi, Nick Toman, Rick DeLisi, Penguin Audio: Audible Audiobooks
The Effortless Experience: Conquering the New Battleground ~ [The Effortless Experience: Conquering the New Battleground for Customer Loyalty] [By: Dixon, Matthew] [September, 2013] / / ISBN: / Kostenloser Versand fĂŒr alle BĂŒcher mit Versand und Verkauf duch .