The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Portfolio Penguin, 2013 - Consumer satisfaction - 237 pages
Conventional 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.
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