The Effortless Experience: Conquering the New Battleground for Customer Loya...
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The Effortless Experience: Conquering the New Battleground for Customer Loya...
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eBay-objectnummer:156927745897
Specificaties
- Objectstaat
- Release Year
- 2013
- ISBN
- 9781591845812
Over dit product
Product Identifiers
Publisher
Penguin Publishing Group
ISBN-10
1591845815
ISBN-13
9781591845812
eBay Product ID (ePID)
160177768
Product Key Features
Book Title
Effortless Experience : Conquering the New Battleground for Customer Loyalty
Number of Pages
256 Pages
Language
English
Topic
Customer Relations, Consumer Behavior, Marketing / Direct
Publication Year
2013
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.9 in
Item Weight
15.4 Oz
Item Length
9.3 in
Item Width
6.2 in
Additional Product Features
Intended Audience
Trade
Dewey Edition
23
TitleLeading
The
Reviews
"This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages." - DAN HEATH , coauthor of Decisive, Switch, and Made to Stick , from the foreword "Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I've heard-and implemented-in a long time. This is an approach that drives innovative, significant improvement within my teams . . . actions grounded in solid data . . . actions that yield measurable, customer-visible results that we just couldn't achieve via other means. It really has changed the way I think about the support my team delivers." - DAN ROURKE , director of software support, HomeAway, Inc. "A must-have for any true customer experience leader's library. Matt, Nick, and Rick are the 'MythBusters' of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business." - LYNN HOLMGREN , vice president, customer experience strategy, Frontier Communications "If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource." - CHRIS HALE , vice president, reservation services, Hyatt "Every business is looking for the secret to creating loyal customers. This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. It's a must-read!" - DEB OLER , vice president and general manager, Grainger Brand, W. W. Grainger "What's brilliant about The Effortless Experience is its pragmatism, illustrated by the observation that we can easily make things worse for customers and often do more harm than good. Here is real, practical, implementable guidance to help avoid those pitfalls." - RICHARD JOYCE , operations director, Home Retail Group Customer Services " The Effortless Experience provides a well-researched foundation for customer experience transformation. Reducing customer effort links the work of the service organization to the business-wide goal of increasing customer loyalty. The concepts themselves are pragmatic and actionable and this book will get you under way." - SUE ATKINS , head of service experience, Telecom NZ Ltd , "This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages." -- DAN HEATH , coauthor of Decisive, Switch, and Made to Stick , from the foreword "Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I've heard--and implemented--in a long time. This is an approach that drives innovative, significant improvement within my teams . . . actions grounded in solid data . . . actions that yield measurable, customer-visible results that we just couldn't achieve via other means. It really has changed the way I think about the support my team delivers." -- DAN ROURKE , director of software support, HomeAway, Inc. "A must-have for any true customer experience leader's library. Matt, Nick, and Rick are the 'MythBusters' of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business." -- LYNN HOLMGREN , vice president, customer experience strategy, Frontier Communications "If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource." -- CHRIS HALE , vice president, reservation services, Hyatt "Every business is looking for the secret to creating loyal customers. This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. It's a must-read!" -- DEB OLER , vice president and general manager, Grainger Brand, W. W. Grainger "What's brilliant about The Effortless Experience is its pragmatism, illustrated by the observation that we can easily make things worse for customers and often do more harm than good. Here is real, practical, implementable guidance to help avoid those pitfalls." -- RICHARD JOYCE , operations director, Home Retail Group Customer Services " The Effortless Experience provides a well-researched foundation for customer experience transformation. Reducing customer effort links the work of the service organization to the business-wide goal of increasing customer loyalty. The concepts themselves are pragmatic and actionable and this book will get you under way." -- SUE ATKINS , head of service experience, Telecom NZ Ltd
Grade From
Twelfth Grade
Dewey Decimal
658.812
Synopsis
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.
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- eBay automated feedback- Feedback gegeven door koper.Afgelopen 6 maandenOrder delivered on time with no issues
- 7***j (860)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopI recently purchased an item from this eBay seller, and I couldn't be happier with the experience. From the prompt communication to the fast shipping, everything was handled with utmost professionalism. The item arrived exactly as described and was well-packaged to ensure its safety during transit. The seller was courteous and responsive, making the entire transaction smooth and hassle-free. I highly recommend this seller to anyone looking for quality products and excellent service.
- e***d (295)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopGreat price for this huge book. Shipping was delayed but not too unreasonable though the book could have been packed a bit better with some bubble wrap as it tore through the very thin mailer envelope. Would recommend seller to cushion heavy books better when using thin mailer envelopes to avoid the tearing and potentially loosing books. Book is as described! Satisfied with my purchase and would buy from again if packaging was more sturdy. Thank you :)The Gourmet Cookbook, Vol. 1 - Gourmet Magazine Staff - Acceptable - See con... (#157131846434)
- p***r (147)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopAs described ,nice price, quickly shipped but not in a padded envelope, nor with a cardboard padding inside a regular envelope, so corners of book were free to be bumped in transit. They were not. The book looked good even with a tear at one corner of the envelope. Both the seller and the buyer were lucky.Fire - Chihuly, Dale - Very Good - See condition notes (#167369993381)
Reliant Bookstore
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- eBay automated feedback- Feedback gegeven door koper.Afgelopen 6 maandenOrder delivered on time with no issues
- 7***j (860)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopI recently purchased an item from this eBay seller, and I couldn't be happier with the experience. From the prompt communication to the fast shipping, everything was handled with utmost professionalism. The item arrived exactly as described and was well-packaged to ensure its safety during transit. The seller was courteous and responsive, making the entire transaction smooth and hassle-free. I highly recommend this seller to anyone looking for quality products and excellent service.
- e***d (295)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopGreat price for this huge book. Shipping was delayed but not too unreasonable though the book could have been packed a bit better with some bubble wrap as it tore through the very thin mailer envelope. Would recommend seller to cushion heavy books better when using thin mailer envelopes to avoid the tearing and potentially loosing books. Book is as described! Satisfied with my purchase and would buy from again if packaging was more sturdy. Thank you :)The Gourmet Cookbook, Vol. 1 - Gourmet Magazine Staff - Acceptable - See con... (#157131846434)
- p***r (147)- Feedback gegeven door koper.Afgelopen 6 maandenGeverifieerde aankoopAs described ,nice price, quickly shipped but not in a padded envelope, nor with a cardboard padding inside a regular envelope, so corners of book were free to be bumped in transit. They were not. The book looked good even with a tear at one corner of the envelope. Both the seller and the buyer were lucky.Fire - Chihuly, Dale - Very Good - See condition notes (#167369993381)