The effortless experience : conquering the new battleground for customer loyalty
(Book)

Book Cover
Average Rating
Published
New York, New York : Portfolio/Penguin, [2013].
Status
Shirlington - Adult Nonfiction
658.812 DIXON
2 available

Copies

LocationCall NumberStatus
Shirlington - Adult Nonfiction658.812 DIXONAvailable
Shirlington - Adult Nonfiction658.812 DIXONAvailable

Description

Loading Description...

More Details

Published
New York, New York : Portfolio/Penguin, [2013].
Format
Book
Physical Desc
xiii, 237 pages : illustrations ; 24 cm
Language
English

Notes

Bibliography
Includes bibliographical references and index.
Description
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.

Also in this Series

Checking series information...

More Like This

Loading more titles like this title...

Reviews from GoodReads

Loading GoodReads Reviews.

Citations

APA Citation, 7th Edition (style guide)

Dixon, M., Toman, N., & DeLisi, R. (2013). The effortless experience: conquering the new battleground for customer loyalty . Portfolio/Penguin.

Chicago / Turabian - Author Date Citation, 17th Edition (style guide)

Dixon, Matthew, 1972-, Nick. Toman and Rick. DeLisi. 2013. The Effortless Experience: Conquering the New Battleground for Customer Loyalty. Portfolio/Penguin.

Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)

Dixon, Matthew, 1972-, Nick. Toman and Rick. DeLisi. The Effortless Experience: Conquering the New Battleground for Customer Loyalty Portfolio/Penguin, 2013.

MLA Citation, 9th Edition (style guide)

Dixon, Matthew, Nick Toman, and Rick DeLisi. The Effortless Experience: Conquering the New Battleground for Customer Loyalty Portfolio/Penguin, 2013.

Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.

Staff View

Loading Staff View.