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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 Audiobook, by Matthew Dixon 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: October 2013 ISBN: 9781469027746
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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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About the Author

Matthew Dixon is an executive director at CEB, a leading member-based advisory company. He has presented to hundreds of senior executives and management teams around the world, including those of many Fortune 500 companies, on issues ranging from customer service strategy to sales productivity. In addition to The Challenger Sale, his work has been published in the Harvard Business Review. Dixon holds a PhD from the Graduate School of Public and International Affairs at the University of Pittsburgh and currently resides in Silver Spring, Maryland, with his wife and four children.

About the Narrator

Nick Toman is a managing director in the Sales and Marketing Practice of CEB. He is a coauthor of The Effortless Experience and is a frequent contributor to Harvard Business Review.