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Download The Effortless Experience: Conquering the New Battleground for Customer Loyalty Audiobook

Extended Audio Sample The Effortless Experience: Conquering the New Battleground for Customer Loyalty, by Matthew Dixon, Nick Toman, Rick Delisi Click for printable size audiobook cover
0 out of 50 out of 50 out of 50 out of 50 out of 5 0.00 (0 ratings) (rate this audio book) Author: Matthew Dixon, Nick Toman, Rick Delisi Narrator: Matthew Dixon, Nick Toman, Rick Delisi Publisher: Gildan Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date:
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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 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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