{"product_id":"9780241003305-the-effortless-experience","title":"The Effortless Experience","description":"\u003cmeta content=\"text\/html; charset=utf-8\" http-equiv=\"Content-Type\"\u003e\u003cp\u003e\u003cspan\u003eConquering the New Battleground for Customer Loyalty\u003cbr\u003eConventional Wisdom holds that to increase loyalty, companies must \"delight\" customers by exceeding service expectations. But no matter how exciting special deals may be, the \"dazzle factor\" does not solve customer problems.This book presents a breakthrough idea about how to win customer loyalty.\u003cbr\u003e\u003cp\u003eA new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of \u003ci\u003eThe Challenger Sale\u003c\/i\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eEveryone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. \u003ci\u003eBut what if everyone is wrong?\u003c\/i\u003e\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eIn their acclaimed bestseller \u003ci\u003eThe Challenger Sale\u003c\/i\u003e, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head.\u003cbr\u003e\u003cbr\u003eCompanies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems.\u003cbr\u003e\u003ci\u003e\u003cbr\u003eThe Effortless Experience\u003c\/i\u003e lays out the four pillars of a low-effort customer experience, with robust data, in­sights 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.\u003cbr\u003e\u003cbr\u003eThe rewards are there for the taking, and the pathway to achieving them is now clearly marked.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of \u003ci\u003eDecisive\u003c\/i\u003e, \u003ci\u003eSwitch\u003c\/i\u003e, and \u003ci\u003eMade to Stick\u003c\/i\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eMatt Dixon\u003c\/b\u003e is Executive Director of the Sales \u0026amp; Service Practice at CEB. He is a frequent contributor to the \u003ci\u003eHarvard Business Review\u003c\/i\u003e, and his previous book, \u003ci\u003eThe Challenger Sale\u003c\/i\u003e, was a \u003ci\u003eWall Street Journal \u003c\/i\u003ebestseller\u003cbr\u003e\u003cbr\u003e\u003cb\u003eNick Toman\u003c\/b\u003e is Senior Director of Research for CEB's Sales \u0026amp; Services Practice and is a frequent contributor to the \u003ci\u003eHarvard Business Review.\u003c\/i\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eRick DeLisi\u003c\/b\u003e is Senior Director of Advisory Services for CEB's Sales \u0026amp; Service Practice and a noted public speaker and facilitator.\u003c\/p\u003e\n\u003cbr\u003e\u003cbr\u003e\u003c\/span\u003e\u003c\/p\u003e","brand":"Rarewaves","offers":[{"title":"Default Title","offer_id":40943163932769,"sku":"9780241003305","price":14.04,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0092\/7504\/8033\/files\/orig_32398051.jpg?v=1737227986","url":"https:\/\/www.rarewaves.com\/products\/9780241003305-the-effortless-experience","provider":"Rarewaves.com","version":"1.0","type":"link"}